Keeping Stakeholders Notified of Incidents With Squadcast

Problem:

How can Stakeholders like CEO (Chief Executive Officer), CTO (Chief Technology Officer), COO (Chief Operating Officer), other business units like Sales, Support etc. be kept in the loop while managing a critical incident?

Solution:

Squadcast helps in leveraging hassle free access to Stakeholder Notifications and Status Pages capabilities in one offering to keep both internal & external stakeholders in the loop about incidents.

In Squadcast, Internal stakeholders are key individuals within the company, and external stakeholders are your valued customers who use your products and services and can be affected by any unforeseen incidents.

Squadcast handles both internal & external stakeholder notifications as follows:

For Internal stakeholders

1. Notify stakeholders with precision using by @mentioning them in the incident-specific chat room and simultaneously inform them through Email and Push notifications.

2. When mentioned, stakeholders are also designated as watchers of the incident. This means they receive notifications for changes in incident status, comments in the notes section, and actions related to the incident. These actions encompass adding tasks, attaching runbooks, including communication channels, updating the status page, initiating postmortems, applying tags, and incorporating affected SLOs.

3. Maintain a dedicated status page that is accessible only to internal stakeholders. Update the status and provide detailed information regarding critical incidents. Internal stakeholders can not only view the impacted services and incident status but also subscribe to automatic email notifications whenever there are updates on the status page.

For External Stakeholders

• You can create a public status page for external stakeholders & customers. 
• Customers can subscribe to your public status page and get notified of the incident update via email. 
• This builds trust & promotes transparency among your users, and controls the number of support queries coming in.

Impact: The steps discussed above will help in managing free internal & external stakeholder notifications more effectively, keeping the stakeholders in the loop about critical incidents. This enables engineers to focus on critical tasks and incidents,maximize their efficiency and productivity and not worry about keeping everyone notified repeatedly.

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Squadcast is a Reliability Workflow platform that integrates On-Call alerting and Incident Management along with SRE workflows in one offering. Designed for a zero-friction setup, ease of use and clean UI, it helps developers, SREs and On-Call teams proactively respond to outages and create a culture of learning and continuous improvement.