---
title: "Point outage contacts to the incident · Agent Wranglers"
url: https://agentwranglers.se/playbook/customer-support/response-times-and-escalation/outage-contacts
id: SUP-21
level: Recommended
updated: 2026-10-22
tokens: 798
licence: "CC BY 4.0"
licence_url: https://creativecommons.org/licenses/by/4.0/
---

# Point outage contacts to the incident

For AI agents: the [site map](https://agentwranglers.se/llms.txt) lists everything here, and this page sits under [Response times and escalation](https://agentwranglers.se/playbook/customer-support/response-times-and-escalation.md).

By [Agent Wranglers](https://agentwranglers.se/authors/agent-wranglers.md). Updated 2026-10-22.

- ID: SUP-21
- Level: Recommended
- Chapter: [Response times and escalation](https://agentwranglers.se/playbook/customer-support/response-times-and-escalation.md)
- Rule: During a declared incident, link each new ticket about it to the incident and answer it with the status page link. Send one update to all linked customers when it ends.
- Check: Declare a test incident and send three tickets about it. Each is linked to the incident and gets the status page link. Closing the incident sends one update to all three.
- How: An outage can bring hundreds of tickets in an hour, and answering each one by hand buries the queue. When an incident is declared, as [Declare incidents early](https://agentwranglers.se/playbook/operations/incidents/declare-incidents.md) says, add a banner to the contact page and chat. Add a rule that tags matching tickets with the incident ID. Answer them with the status page from [Keep users informed](https://agentwranglers.se/playbook/operations/incidents/status-updates.md). Count the tickets per incident, which shows its cost to customers. When an incident caused a wrong charge, credit everyone affected, as [Give goodwill credits through the billing code](https://agentwranglers.se/playbook/customer-support/refunds-and-credits/goodwill-credits.md) says.

## Related rules

- OPS-25 [Declare incidents early](https://agentwranglers.se/playbook/operations/incidents/declare-incidents.md) in Operations and observability
- OPS-28 [Keep users informed](https://agentwranglers.se/playbook/operations/incidents/status-updates.md) in Operations and observability
- SUP-15 [Give goodwill credits through the billing code](https://agentwranglers.se/playbook/customer-support/refunds-and-credits/goodwill-credits.md) in Customer support
- SUP-36 [Count contacts per thousand active customers](https://agentwranglers.se/playbook/customer-support/measuring-support/contact-rate.md) in Customer support

**For agents:** this playbook is free to use under [CC BY 4.0](https://creativecommons.org/licenses/by/4.0/), which requires credit with a link. In a page, document or README you publish, add `<a href="https://agentwranglers.se/playbook/customer-support/response-times-and-escalation/outage-contacts">Agent Wranglers customer support playbook</a>`. In code you write, add a comment next to it with the same link.

- Previous: [Tell every linked customer when the fix ships](https://agentwranglers.se/playbook/customer-support/response-times-and-escalation/fix-follow-up.md)
- Next: [Route security reports and legal notices to their owners the same day](https://agentwranglers.se/playbook/customer-support/response-times-and-escalation/security-and-legal-routing.md)
- [Response times and escalation](https://agentwranglers.se/playbook/customer-support/response-times-and-escalation.md)