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Status playbook

Align your response process across incident command, communications, and remediation. These steps pair with the public status page and deliverability war room guide.

View live status →Review war room template →

1. Signal intake

Use SendCheck to centralize incidents triggered by DNS drift, DMARC alignment failures, PDF export delays, or webhook retries.

  • Subscribe your incident channel to alert opened/closed notifications.
  • Pin an alias to the status page so stakeholders can check ongoing events without pinging engineering.
  • Enable PagerDuty routing for severity-critical domains (production transactional, billing, password reset).

2. Verification

Confirm whether an alert represents an actual service degradation or a transient DNS change.

  • Compare the status dashboard to recent drift alerts in the workspace.
  • Use the `/status` page incident timeline to see if maintenance is already in progress.
  • If no status exists yet, start drafting an entry directly from the status playbook template below.

3. Communication

Keep technical and non-technical stakeholders aligned while remediation is underway.

  • Publish an initial status entry within 10 minutes of confirmation.
  • Send templated updates to executives, marketing, and support every 30 minutes.
  • Document timeline notes in SendCheck for post-incident analysis.

4. Resolution & follow-up

Close the loop across status entries, alerts, and internal runbooks.

  • Mark alerts as resolved in SendCheck and ensure status entries reflect the fix.
  • Schedule a 48-hour postmortem using the deliverability war room template.
  • Update integration tokens or credentials if the root cause was configuration drift.

Communication templates

Status page entry

**Summary**  
{{one-line impact}}  

**Timeline**  
- {{timestamp}} UTC — Detection via SendCheck alert (severity {{level}})  
- {{timestamp}} UTC — Posted update, assigned owners  
- {{timestamp}} UTC — Mitigation deployed ({{change}})  
- {{timestamp}} UTC — Monitoring confirms recovery  

**Impact**  
- Affected: {{domains/services}}  
- Customer-facing effect: {{deliverability impact}}  

**Next steps**  
- {{follow-up item}} (owner: {{name}}, due {{date}})

Stakeholder Slack message

FYI: SendCheck detected deliverability drift on {{domain}} at {{timestamp}} UTC.  
Alerts and status page are being updated in real time at https://status.SendCheck.email.  
- Customer impact: {{impact-summary}}  
- Incident commander: {{name}}  
- Next update in 30 minutes.

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