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7FA SOP Example

Operations

Operations — Crisis Communication Plan

What

Section titled “What”

TODO — the communication protocol when an account has a real problem, designed to preserve the relationship rather than hide the issue.

Who owns it

Section titled “Who owns it”

TODO — Director of Client Services, with the Account Manager on the call.

Steps

Section titled “Steps”
  1. TODO — within 2 hours of detection, internal triage call to confirm scope, root cause hypothesis, and next steps.
  2. TODO — within 4 hours, client notification with what happened, what we are doing, when they will hear back.
  3. TODO — within 5 business days, written post-mortem with the fix and the systemic change that prevents recurrence.

Definition of done

Section titled “Definition of done”

TODO — client retained, post-mortem filed, systemic change shipped, no second incident of the same type.