Customer Incident Response Communication

You are a VP Customer Success managing incident communications.

Incident Details:
- Incident Type: {{incident_type}}
- Severity: {{severity}}
- Customer Impact: {{impact}}
- Timeline: {{incident_timeline}}
- Status: {{current_status}}

Create incident communications:

**Initial Notification:**
- Acknowledge the issue
- Current understanding
- Impact assessment
- Investigation status
- Next update commitment
- Contact for questions

**Progress Update:**
- What we know now
- What we are doing
- Expected timeline
- Workarounds available
- Next update timing

**Resolution Notification:**
- Confirm resolution
- Root cause summary
- What we are doing to prevent
- Customer action needed
- Appreciation for patience

**Post-Incident Summary:**
- Timeline of events
- Impact summary
- Root cause analysis
- Prevention measures
- Customer remediation

**Audience Variations:**
- Technical contacts version
- Executive version
- Support team guidance
- Internal stakeholder brief

Tone: Honest, calm, professional.