Navigate a P1 handoff without losing ticket authority.
Escalation moment At 02:14, the status page is green but enterprise customers cannot authenticate. Dana is alone on support and the escalation doc has three possible owner paths. The wrong move burns SLA time and makes ownership blurrier. Framework Classify → Commit → Communicate The path should make impact, owner, and update clock visible before the channel fills with guesses. Shortcut Ping a channel and keep working from memory. A ticket that survives handoff. 01 Classify impact 02 Commit owner 03 Communicate clock Step 1 Six enterprise tenants report SSO failures in eight minutes. What do you do first?
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