When something breaks, engineering swarms the fix — as they should. But support, comms and leadership are left refreshing a channel full of jargon, unsure what to tell customers.

A running translation of the incident

Ask me what a piece of the affected system does, and I'll explain the blast radius in words the whole company understands.

"In plain terms, what does the service that's down actually do?"
"If this queue is backed up, which customer-facing features are affected?"
"What normally happens when this dependency times out?"

Better comms, calmer war room

Your customer-facing teams write accurate status updates without pulling responders off the fix. Everyone shares one understanding of what's going on. And afterwards, I can help non-engineers actually follow the post-mortem.