customer-incident-update
Write the customer-facing incident update during an outage — status-page post or email — that's honest about impact without over-promising. Use when asked to write a status page update, draft customer comms for an outage, post an incident notice, or tell customers about downtime. Produces the update in the right tense for the incident stage (investigating / identified / monitoring / resolved), with impact scope, any workaround, and a concrete next-update time. Distinct from incident-postmortem (the internal retro).
npx skills add mohitagw15856/pm-claude-skills --skill customer-incident-update --agent claude-code
Same command for any agent — swap --agent for codex, cursor, copilot.
Weekly change comes from our own snapshots, not the repository page — it measures attention, not adoption.
# Customer Incident Update During an outage, silence is the second failure. But the customer update is its own craft: say what's affected without guessing at causes, commit to a next-update time you can keep, and never promise a fix-by you don't control. This writes the post for the stage you're in — the messy middle included — so customers feel informed, not managed. ## What This Skill Produces - **The update**, in the tense of the current stage (investigating / identified / monitoring / resolved) - **The impact line** — who and what is affected, in the customer's terms - **The workaround** — if one exists, stated plainly - **The next-update commitment** — a specific time, always - **Channel variants** — a terse status-page version and a fuller email if needed ## Required Inputs Ask for these if not provided: - **Stage** — investigating, identified, monitoring, or resolved - **Impact** — which product/region/customers, and what they can't do right now - **What's known** — only what you're confident of; unknowns stay unknown in the post - **Workaround** — any, or none - **Audience** — all customers, affected only, or enterprise accounts (tone shifts) ## Framework: Honest Status Com
- What This Skill Produces
- Required Inputs
- Framework: Honest Status Comms
- Output Format
- Status-page post
- Email (if broader comms needed)
- Update ladder (for the incident's life)
- Quality Checks
- Anti-Patterns
- Example Trigger Phrases
What does the customer-incident-update skill do?
Write the customer-facing incident update during an outage — status-page post or email — that's honest about impact without over-promising. Use when asked to write a status page update, draft customer comms for an outage, post an incident notice, or tell customers about downtime. Produces the update in the right tense for the incident stage (investigating / identified / monitoring / resolved), with impact scope, any workaround, and a concrete next-update time. Distinct from incident-postmortem (the internal retro).
How do I install it?
Run `npx skills add mohitagw15856/pm-claude-skills --skill customer-incident-update --agent claude-code` — it drops the skill into your project so the agent can pick it up. Swap the --agent value for codex, cursor or copilot if you use one of those.
Where does this skill come from?
From mohitagw15856/pm-claude-skills, a repository with 1,255 stars. We read it straight from the repository tree rather than a submitted listing, so what you see here is what is actually published.
Is a popular skill a good skill?
Not necessarily. Stars measure attention, not adoption — a repository can trend for a week and be abandoned. That is why we show the weekly change from our own snapshots next to the total, instead of a single flattering number.