Cross Team Incident Response

5. Prepare response letter:

• status (resolved, in progress, blocked)
• root cause (confirmed or hypothesis)
• what was changed on our side
• what their team must change (if integration misuse)
• correct integration steps with exact contract fields
• clear verification checklist

Integration Instruction Rules

• Use only documented contracts and existing fields/endpoints.
• If another team sends incorrect payload/flow, include:
  • Incorrect: short invalid pattern
  • Correct: short valid pattern
• Provide executable validation steps, not abstract advice.
• Never include secrets/tokens in examples.

Response Template

Subject: <Service> integration issue: <short summary>

Hi <Team>,

We reviewed your report from <date/time with timezone>.
Status: <resolved/in progress/blocked>

What happened:
- <symptom + impact>

Root cause:
- <confirmed cause or hypothesis>

What we changed on our side:
- <fix/mitigation + rollout state>

What your team should change:
1. <action 1>
2. <action 2>

Correct integration example:
- Endpoint: <...>
- Method: <...>
- Required headers: <...>
- Payload shape: <...>

How to verify:
1. <check 1>
2. <check 2>

If it still fails, please send:
- <correlation ID>
- <timestamp + timezone>
- <response code/body>

Regards,
<Your team>

Guardrails

• Do not invent fields, APIs, or behaviors.
• Keep communication factual and actionable.
• Prioritize restore-first; then follow up with deeper cleanup.