[{"_1":2,"_3":-5,"_4":-5},"loaderData",{"_5":6,"_7":8},"actionData","errors","root",{"_29":-5,"_39":-5,"_40":41,"_42":43,"_44":45,"_46":47,"_48":49,"_50":51,"_52":53,"_54":55,"_56":57,"_58":59},"routes/_store+/_readers+/email_author.$slug/route",{"_9":10,"_11":-5,"_12":-5},"book",{"_13":14,"_15":16,"_17":18,"_19":20,"_21":22,"_23":24},"currentUser","formToken","id","Z2lkOi8vbGVhbnB1Yi9TdG9yZTo6Qm9va1Byb2R1Y3QvODQyODg","title","CALM UNDER PRESSURE - The Incident and Escalation Playbook for High Stakes SaaS Support","state","published","contactAuthorMethod","email","aboutText","

When a SaaS incident unfolds, the technical problem is only one part of the situation. Silence, vague reassurance, conflicting updates and invented ETAs can damage customer trust long before the service is restored.

Calm Under Pressure is a practical incident and escalation communication system for support leaders, service desk teams, incident managers, technical account teams and operational leaders.

It helps you decide what to communicate when information is incomplete, several teams are involved and customers need answers you may not yet have.

Inside, you will find:

52 ready-to-use communication templates
104 alternative wording options for different tones and escalation stages
First responses, investigation updates and messages for situations without a reliable ETA
Workaround, stabilization, resolution and recurrence communication
Escalation formats for Development, Infrastructure, Security, Compliance, Legal, Privacy, vendors and leadership
Major incident roles, severity guidance and recommended update cadence
The communication psychology behind each response
Practical incident timeline examples and worksheets
Closure controls, Post-Incident Review guidance and an RCA framework
Guidance aligned with ITIL 4 and ITIL Version 5 principles

This is not a collection of polished apologies or generic customer service scripts. It is a decision system built around a simple principle: every message should make the known facts, customer impact, owner, next step and next update visible.

No corporate fog. No invented ETA. No apology without action.

","authors",[25],{"_13":26,"_27":28,"_29":30},"Z2lkOi8vbGVhbnB1Yi9TdG9yZTo6UHJvZHVjdEF1dGhvci84OTk1MQ","name","Monika Tupá","user",{"_31":32},"avatar",{"_33":34,"_35":36,"_37":38},"url","https://d39qdlcrvnra4b.cloudfront.net/avatars/3790968/medium/avatar.jpg?1789307671","styleName","medium","exists",true,"shoppingCartId","shoppingCart",{"_13":72,"_73":74,"_75":38,"_76":77,"_78":79,"_80":81,"_82":38},"locale","en","readerTheme","light","constants",{"_70":71},"publishers",{"_66":67,"_68":69},"learnerOrganizations",[],"needsLocaleCookieSync",false,"announcements",{"_60":61,"_62":-5},"sentryEnvironment","production","sentryRelease","8ea4d29fe24d3b671122eac2eb77ac48950f1a27","announcement_store",{"_63":53,"_64":65},"announcement_authors","flag","text","

Kick off your book project, get started with GhostAI, get better at marketing, or spend the day doing all three! Free live workshops on Zoom. Saturday, June 27, 2026.

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