Changes for content/handbook/engineering/infrastructure-platforms/incident-management/roles/communications-lead.md: 6 added lines, 2 removed lines.
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@@ -20,6 +20,8 @@ The Communications Lead manages three main areas of communication during inciden
This includes incident status updates, required customer actions, and legal notices when applicable.
**Note**: Public RCAs are out of scope for this role and are covered [through our RCA process](https://gitlab.com/gitlab-com/gl-infra/gitlab-dedicated/team/-/blob/main/runbooks/on-call.md?ref_type=heads#external-rcas).
When considering customer communications, please follow the [Customer Comms Handbook for R&D](https://internal.gitlab.com/handbook/engineering/r-and-d-pmo/knowledge-base/all-articles/customer-comms/).
### Internal Communications
The Communications Lead also owns internal communications during incidents, serving as the central coordination point for information flow within GitLab. This role ensures that tactical stakeholders have clear channels for questions, updates, and coordination.
@@ -62,11 +64,13 @@ For **S1/S2 incidents**, updates are provided every 60 minutes. If the customer
### One-Time Customer Communications
For these communications please follow the [Customer Comms Handbook for R&D](https://internal.gitlab.com/handbook/engineering/r-and-d-pmo/knowledge-base/all-articles/customer-comms/).
For special communications like bug notices or external communications, the process involves drafting, approval, and delivery phases.
During the **Draft Process**, customer-facing communications are drafted based on incident details, focusing on customer impact and required actions.
The **Approval Process** requires seeking review and approval via the [Customer Communications Approval Process](https://internal.gitlab.com/handbook/legal-and-corporate-affairs/legal-and-compliance/comms-approval-process/) and coordinating with Legal, Corporate Communications, and other stakeholders as needed.
The **Approval Process** requires coordinating with Legal, Corporate Communications, and other stakeholders as needed. The [risk levels guide](https://internal.gitlab.com/handbook/engineering/r-and-d-pmo/knowledge-base/all-articles/customer-comms/risk-levels/) helps you determine what Approvers are needed and the[approver grid](https://internal.gitlab.com/handbook/engineering/r-and-d-pmo/knowledge-base/all-articles/customer-comms/approver-grid/) identifies the individuals.
**Delivery and Follow-up** ensures delivery coordination with CS Ops, Marketing, and relevant teams. Field teams are notified of sent communications, and delivery and customer responses are tracked.
@@ -128,7 +132,7 @@ Customers expect prompt notification of incidents affecting them, so **immediate
### Key Resources
-[CMOC Workflows](/handbook/support/workflows/cmoc_workflows/) - Support team guidance
-[Customer Communications Approval Process](https://internal.gitlab.com/handbook/legal-and-corporate-affairs/legal-and-compliance/comms-approval-process/) - For special communications
-[Customer Comms Handbook for R&D](https://internal.gitlab.com/handbook/engineering/r-and-d-pmo/knowledge-base/all-articles/customer-comms/) - For special communications
-[Infrastructure Leadership Escalation](/handbook/engineering/infrastructure-platforms/incident-management/#infrastructure-leadership-responsibilities) - For role delegation
