# Driving a customer-focused incident response process

DevFeed: [Driving a customer-focused incident response process](<https://devfeed.tech/articles/driving-a-customer-focused-incident-response-process-11735.md>)

Original publisher: [Read original article](<https://incident.io/blog/customer-focused-incident-response>)

Author: Martha Lambert

Published: 2022-08-04T00:00:00Z

Content type: article

Language: en

Sources: [The incident.io Blog](<https://devfeed.tech/sources/the-incident-io-blog.md>)

Topics: [incident](<https://devfeed.tech/topics/incident.md>), [Incident response](<https://devfeed.tech/topics/incident-response.md>), [atlassian](<https://devfeed.tech/topics/atlassian.md>), [Automation](<https://devfeed.tech/topics/automation.md>), [migration](<https://devfeed.tech/topics/migration.md>)

Tags: [atlassian](<https://devfeed.tech/tags/atlassian.md>), [automation](<https://devfeed.tech/tags/automation.md>), [customer](<https://devfeed.tech/tags/customer.md>), [customers](<https://devfeed.tech/tags/customers.md>), [incident](<https://devfeed.tech/tags/incident.md>), [incident-channel](<https://devfeed.tech/tags/incident-channel.md>), [incident-management](<https://devfeed.tech/tags/incident-management.md>), [incident-response](<https://devfeed.tech/tags/incident-response.md>), [migration](<https://devfeed.tech/tags/migration.md>), [outage](<https://devfeed.tech/tags/outage.md>), [post-mortem](<https://devfeed.tech/tags/post-mortem.md>), [slack](<https://devfeed.tech/tags/slack.md>), [slack-incident](<https://devfeed.tech/tags/slack-incident.md>), [technical](<https://devfeed.tech/tags/technical.md>)

## AI overview

This article explains how to make incident response customer-focused. It argues that minimizing customer impact and maintaining clear external communication should be central to the incident process, using Atlassian's outage and communication failures as an example.

## Source excerpt

Minimising customer impact doesn't always align with shortest time to a fix. Here's how to make your incident response process revolve around your customers.