crisis-response

name	crisis-response
description	Structured crisis response protocols for business emergencies — P0 through P3 classification, pre-built response plans, and communication templates
tags	["skill","crisis","response","ceo"]
triggers	["crisis response","use crisis response","run crisis response"]
tier	standard

Crisis Response — Emergency Protocols

Overview

When things go wrong, speed and clarity matter more than perfection. This skill provides pre-built response plans so Bravo can act fast without waiting for CC to think through the playbook in real-time.

Crisis Classification

Level	Description	Response Time	Who Decides
P0 — Critical	Business survival at risk (major client churn, security breach, legal threat)	Immediate	CC
P1 — High	Significant revenue or reputation impact (client RED, public incident)	Within 4 hours	CC with Bravo recommendation
P2 — Medium	Operational disruption (tool outage, delivery delay, team issue)	Within 24 hours	Bravo, CC informed
P3 — Low	Minor inconvenience (cosmetic issue, non-urgent bug, preference conflict)	Within 1 week	Bravo auto-handles

Pre-Built Response Plans

Plan A: Client Emergency (P0-P1)

Trigger: Client health score drops to RED, or client explicitly expresses major dissatisfaction.

1. Assess (5 min): What happened? What's the impact? What does the client want?
2. Contain (15 min): Acknowledge the issue directly. No deflection, no excuses.
3. Communicate (1 hour): Personal call or video from CC. Draft talking points:
   • "I take this seriously."
   • "Here's what I understand happened."
   • "Here's what we're doing about it right now."
   • "Here's how we'll prevent it from happening again."
4. Fix (24-48 hours): Execute the fix. Over-communicate progress.
5. Follow up (1 week): Check in to confirm satisfaction. Offer goodwill gesture if appropriate.
6. Post-mortem: Log to MISTAKES.md, update risk register, create prevention SOP.

Plan B: Revenue Emergency (P0)

Trigger: MRR drops 20%+ in a single month, or major client gives notice.

1. Assess: Calculate new runway at current burn rate
2. Preserve: Cut non-essential expenses immediately
3. Activate: Launch emergency pipeline activation:
   • Contact all warm leads in pipeline
   • Send 25+ cold outreach emails
   • Offer fast-track onboarding incentive
   • Reach out to Adon's network for referrals
4. Diversify: Never let any client exceed 40% of revenue again
5. Communicate: If investors/advisors exist, proactive update
6. Log: Full post-mortem in DECISIONS.md

Plan C: Security Breach (P0)

Trigger: Exposed credentials, unauthorized access, data leak.

1. STOP: Halt all operations immediately
2. Rotate: Change all affected credentials within 1 hour
3. Assess: What was exposed? What data was accessible? Who is affected?
4. Contain: Revoke compromised tokens, update .env.agents, regenerate API keys
5. Notify: If client data involved, notify affected clients within 24 hours
6. Harden: Add new hooks/checks to prevent recurrence
7. Document: Full incident report in MISTAKES.md

Plan D: Tool/Infrastructure Outage (P2)

Trigger: Critical tool goes down (Supabase, Stripe, n8n, Vercel).

1. Identify: Which tool? What's the impact scope?
2. Workaround: Switch to backup method:
   • Supabase down → local data cache, manual operations
   • Stripe down → manual invoicing, record payments manually
   • n8n down → execute critical workflows manually
   • Vercel down → static pages still served from CDN
3. Monitor: Check status page, set alert for recovery
4. Communicate: If client-facing impact, proactive notification
5. Resume: When service recovers, verify data consistency

Plan E: Team/Contractor Emergency (P1-P2)

Trigger: Contractor quits, underperforms, or becomes unavailable.

1. Assess: What work was in progress? What's at risk?
2. Contain: Secure access (revoke credentials), collect deliverables
3. Reassign: Transfer work to CC or another team member
4. Replace: If needed, begin hiring process using skills/team-management/SKILL.md
5. Communicate: Update affected clients on any timeline changes

Communication Templates

Client Apology

"[Client Name], I want to address [issue] directly. This fell below the standard I hold myself to, and I take full responsibility. Here's what happened: [brief explanation]. Here's what I'm doing about it: [specific actions]. I'll follow up with you on [date] to confirm this is fully resolved."

Outage Notification

"Quick heads-up — [service] is experiencing an issue that may affect [specific impact]. I'm monitoring it closely and will have an update within [timeframe]. In the meantime, [workaround if applicable]."

Internal Post-Mortem Header

## Incident: [Brief Description]
**Date:** [YYYY-MM-DD]
**Severity:** P0/P1/P2/P3
**Duration:** [X hours/days]
**Impact:** [What was affected]
**Root Cause:** [Why it happened]
**Resolution:** [What fixed it]
**Prevention:** [What will prevent recurrence]

Outbound Gate Compliance

All outbound communications (emails, notifications, messages) referenced in this skill MUST be routed through scripts/integrations/send_gateway.py. Direct smtplib or raw SMTP calls are architecturally prohibited (V5.6 chokepoint rule). Use:

python scripts/integrations/send_gateway.py send --channel email --to <email> --subject "..." --body "..." --lead-id <uuid>

See [[skills/send-gateway/SKILL.md]] for the full contract.

Obsidian Links

• [[skills/risk-management/SKILL.md]] | [[brain/CEO_OPERATING_SYSTEM]] | [[brain/CAPABILITIES]]
• [[memory/MISTAKES]] | [[memory/DECISIONS]]
• [[skills/client-success/SKILL.md]] | [[skills/self-healing/SKILL.md]]