What your customers are actually telling you when they won’t stop asking for updates
Maybe each incident needs two-person mode: both are hands on, both react, but one fixes the immediate issue, the other chases the "root cause" just then and there, so it's not forgotten in some post-mortem
Maybe each incident needs two-person mode: both are hands on, both react, but one fixes the immediate issue, the other chases the "root cause" just then and there, so it's not forgotten in some post-mortem