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Free course template · Global

Incident management and on-call: Severity, roles and customer comms

A ready-made course, live deck and three surveys for engineers joining an on-call rota. AhaSlides tracks progress, completion and scores for you. 40 minutes, 5 lessons, 10-question final check. Last reviewed 13 November 2026; not legal advice.

By AhaSlides

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Incident management and on-call: Severity, roles and customer comms: try 3 questions

Three questions from this course. Pick an answer, then see why.

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Three pieces that work together

Learners prepare on their own, you answer questions live, and the surveys tell you what stuck. 2 fields to fill in with your own policy, contacts and locations; each one is highlighted inside the course.

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Completion is tracked for you

Learners sign in to take the course, so every start, finish and score is recorded in AhaSlides. No spreadsheet to keep.

  • Who has finished

    See who has not started, who is in progress and who has completed the course.

  • Every score

    Each learner's result on the 10-question final check, against the 80% pass mark.

  • What landed

    Survey results show what people took away and what to change next time.

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5 lessons, about 40 minutes

What learners can do at the end of each lesson. Minutes are an estimate.

  • Lesson 1: Before the pager goes · 7 min

    Before you begin · Our on-call rota, tools and expectations · Severity levels and examples

  • Lesson 2: Running the incident · 12 min

    Declare early · The incident roles · Mitigate first, then diagnose · Practise · Check your understanding

  • Lesson 3: Communicating during an incident · 9 min

    What a status update says · Good update or poor update? · Status page and channels · Practise

  • Lesson 4: After it is over · 7 min

    Close, hand off and start the review · When legal or contractual notice may apply · Looking after yourself on call

  • Lesson 5: Final assessment · 5 min

    Final assessment · Course complete

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Often taught together

Courses teams often run alongside this one.

Also listed in

  • Software Development Courses
  • Global
  • AhaSlides
  • Technology & telecoms
  • Software & SaaS companies
  • Customer service & support
  • Software engineers
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Common questions

Yes. The course, the live deck and all three surveys are free. Claiming the template into your AhaSlides account is free too.

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

At onboarding or as continuing professional development, with a yearly refresher (best practice).

Engineers joining an on-call rota, support engineers and incident commanders; run by the SRE lead or engineering manager.

Record completion in your own LMS or record system, so you can show who finished the course and when.

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

Your own details, each highlighted inside the course:
  • Link to your live session deck
  • Link your on-call checklist
Then edit anything else you like: wording, scenarios, your logo.
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Ready to run it?

Free. Copy the course, live deck and all three surveys into your AhaSlides account in one click.

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