Support Playbooks
Use these templates when speed and clarity matter. Replace placeholders and send.
1. Incident Escalation Template
Subject: [HubIRL] Incident Escalation - {short_title}
URL:
UTC timestamp:
Environment:
Role/account:
Hub ID/slug:
Event ID/slug:
Ticket/Order ID (if relevant):
Expected behavior:
Actual behavior:
Error text:
Repro steps:
1.
2.
3.
Impact:
- Who is blocked:
- Severity:
- Workaround available:
Evidence:
- Screenshot(s):
- Console/network snippets:2. Refund Clarification Template (Admin to Member)
Hi {name},
We reviewed your order {order_id}.
Refund status:
- Refunded now: {amount_refunded_now}
- Remaining not refunded: {amount_not_refunded}
Reason for any non-refunded lines:
- {ticket_ref_or_type}: {blocked_reason}
Why:
{plain_language_explanation}
Next action:
{what_we_will_do_or_what_you_can_do}
Thanks,
{admin_name}3. Event-Day Readiness Runbook (15 Minutes Before Doors)
- Scanner devices charged and logged in.
- Network fallback plan ready.
- Required forms enforcement policy confirmed.
- Override-capable operators identified.
- Incident capture owner assigned.
- Critical update message owner assigned.
4. Handoff Note Template (Shift/Team Change)
Event:
Current time (UTC):
Open issues:
1.
2.
Pending actions:
1.
2.
Decisions made:
1.
2.
Escalation owner for remainder:
Useful links:
- Event admin:
- Incident board:
- Purchases/refunds (if needed):5. Platform Ops Daily Check Template
Date (UTC):
Queues:
- Failed backlog:
- Worker coverage:
- Redrive actions taken:
Purchases:
- Anomaly flags:
- Reconciliation mismatches:
- Export/audit completed:
Incidents:
- New:
- Mitigated:
- Escalated:
Risks to monitor next 24h:Related Guides
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