Crisis Playbooks

Response procedures for critical incidents and emergencies

Overview

Playbooks for handling crisis situations including security incidents, client emergencies, and business continuity events.

Crisis Categories

Security Incidents

Crisis	Playbook	Response Time
Data breach (client)	client-breach-response.md	Immediate
Ransomware (client)	ransomware-response.md	Immediate
Insider threat	insider-threat-response.md	4 hours
Third-party breach	vendor-breach-response.md	24 hours

Client Emergencies

Crisis	Playbook	Response Time
Regulatory audit failure	audit-failure-response.md	24 hours
Critical system outage	outage-response.md	Immediate
Key person departure	key-person-departure.md	48 hours

Business Continuity

Crisis	Playbook	Response Time
SBK system outage	sbk-outage.md	Immediate
Key staff unavailability	staff-backup.md	4 hours
Client relationship crisis	relationship-repair.md	24 hours

Playbook Structure

# [Crisis Type] Response Playbook

## Trigger Criteria
When to activate this playbook

## Immediate Actions (First 60 minutes)
- [ ] Action 1
- [ ] Action 2

## Short-term Response (First 24 hours)
- [ ] Action 1
- [ ] Action 2

## Communication Protocol
- Who to notify
- What to communicate
- Templates to use

## Escalation Path
[Escalation matrix]

## Recovery Actions
Steps to return to normal

## Post-Incident
- Documentation requirements
- Lessons learned process
- Process improvements

Activation Protocol

Crisis detected
    ↓
Severity assessment
    ↓
Playbook selection
    ↓
Team assembly
    ↓
Execute playbook
    ↓
Regular status updates
    ↓
Resolution and closeout
    ↓
Post-incident review

Related Documents

• SOPs
• Quality Assurance
• Troubleshooting