The CISA and FBI, along with cybersecurity agencies from Australia, Canada, New Zealand and the U.K., have released new guidance on outage communications for service providers dealing with major IT and OT outages. The guide calls for prompt, factual and audience-specific communication during disruptions caused by malicious cyber activity or non-malicious events.
Titled “Communicating Under Pressure: Best Practices for Service Providers,” the guidance says effective communication is critical to limiting operational impact when IT and OT outages affect customers, network defenders, critical infrastructure owners and operators, and the public. It recommends that organizations clearly communicate what is known, what remains unknown and what is still under investigation, while providing frequent updates as circumstances change.
Outage Communications Should Start With Facts
The agencies recommend that service providers establish an outage communications plan before an incident occurs. The plan should define incident thresholds, escalation paths, target audiences and procedures for status pages, customer and partner notices, and regulatory communications. Organizations are also advised to establish cross-functional incident teams involving engineering and operations, communications, legal, risk and compliance, and customer support.
The guidance calls for clearly defined roles, including an incident lead, communications lead and spokesperson. It also recommends parallel workstreams so technical teams can focus on diagnosing and remediating the root cause while communications teams manage external messaging and leadership handles strategy and regulatory requirements.
For organizations responding to cyber incidents, the guidance places particular emphasis on balancing transparency with operational security. If malicious activity is suspected or confirmed, external communications should not compromise investigations, containment efforts or other response activities. Organizations are also advised against making premature conclusions when the root cause remains under investigation.
Service Providers Urged to Tailor Messages
The guidance recommends segmenting communications for technical teams, executives and the public. Audiences can include enterprise IT teams and security operations centers, employees and customers, government partners and regulators, critical infrastructure owners and operators, as well as the media and general public.
During an outage, organizations should lead with a concise summary covering affected systems, user impact, scope and the known cause without speculation. The agencies also advise against vague descriptions such as “service degradation” and recommend messaging that can be understood quickly during high-pressure situations.
Transparency is another central principle. Service providers are advised to state what they know and do not know, use a single source of truth such as a status page, and focus communications on actionable guidance rather than reputation management. Customers should be told what actions they need to take or clearly informed when no action is required.
The guidance also calls for continuous, time-stamped updates that show the incident timeline, actions taken, and recovery milestones. Organizations should maintain a single status page and align external messaging with legal, contractual and sector-specific reporting obligations.
Agencies ultimately frame effective outage communications around five principles: immediate acknowledgement, technical and actionable information, transparency, accountability, and continuous updates. For service providers, the guidance positions communication as an important part of incident response, alongside technical remediation and recovery.
