The incident postmortem template is a Google Docs document for SaaS support and status page teams who must explain an outage to customers and to their own leaders. It opens with what happened and the impact, then walks through the timeline, the chain of causes, what the team did and what will change. Each page has a fixed layout, so the team can fill it in quickly, and the root cause section asks why the system allowed the failure rather than who caused it.

The sample shows a fictional outage at Fallowfield Labs, where a release shortened a queue timeout and webhooks stalled for 2 hours 14 minutes. Replace the incident ID, severity, UTC times and timeline with your own paging and chat records, then rewrite the summary in words a customer understands. Keep only the causes and factors you can evidence, and give every action one owner and one date.