> [!IMPORTANT]
> **AI Assist Note (Knowledge Heritage)**:
> This document is part of the "Sovereign Reality" documentation.
> - **@docs ARCHITECTURE:Core**
> - **Failure Path**: Information drift, legacy terminology, or documentation mismatch.
> - **Telemetry Link**: Search `[customer_incident_review]` in audit logs.
>
> ### AI Assist Note
> 🛠️ Directive: Customer Incident Review (SOP-OPS-05)
>
> ### 🔍 Debugging & Observability
> Traceability via `execution/parity_guard.py`.

# 🛠️ Directive: Customer Incident Review (SOP-OPS-05)

## 🎯 Primary Objective
Govern the post-incident communication and remediation process with external users. This directive ensures that every system failure is transformed into a "Trust-Rebuilding" opportunity.

---

## 🏗️ Review Roadmap

### 1. Incident Reconstruction
- **Source**: `incident_response.md` logs and Merkle audit trail.
- **Action**: Use Agent 99 to synthesize a "Non-Technical" summary of the event (Impact, Duration, Root Cause).

### 2. Remediation Verification
- **Check**: Verify that the technical fix has been deployed and verified via `quality_gate_review.md`.
- **Constraint**: Zero "Ghost Fixes." Every remediation must be backed by a new automated test case in the `Test Suite`.

### 3. Impact Analysis
- **Metric**: How many users were affected? What was the "Aggregate Frustration Score" (see `user_feedback_analysis.md`)?

---

## 🛠️ Communication SOP

### 1. Transparency Report
- **Deliverable**: `reports/INCIDENT_POSTMOR_TEM_[ID].md`.
- **Tone**: Humble, technical, and transparent. Avoid corporate obfuscation.

### 2. Loyalty Recovery
- **Action**: Offer a "Resource Credit" or a specialized "Premium Skill" access to affected high-value clusters.

---

## 📊 Success Verification
Successful review is confirmed when the affected user provides positive sentiment feedback on the remediation and the `incident_response.md` log for the event is marked as "Resolved & Hardened."
[//]: # (Metadata: [customer_incident_review])
