Granola Incident Runbook

Contents

• Overview

• Prerequisites

• Instructions

• Output

• Error Handling

• Examples

• Resources

Overview

Standard operating procedures for responding to Granola incidents and meeting capture failures, from recording issues to complete outages.

Prerequisites

• Granola admin access

• Knowledge of incident severity levels

• Communication channels identified

Severity Levels

Level Description Response Time Example

P1 Critical < 15 min Complete outage, data loss

P2 High < 1 hour Recording failures, sync issues

P3 Medium < 4 hours Single user issues

P4 Low < 24 hours UI bugs

Instructions

Step 1: Assess Severity

Check status page (status.granola.ai ), determine scope (single user vs org-wide), classify severity.

Step 2: Quick Fix by Incident Type

• Not Recording: Click Start Recording, check calendar/audio permissions, restart app

• No Audio: Check input device, test mic, restart app

• Processing Stuck: Wait 15 min, check connectivity, restart app

• Integration Failure: Reconnect integration, check destination permissions

• Complete Outage: Enable backup note-taking, monitor status page

Step 3: Communicate Status

Post to internal Slack with status, impact, workaround, and ETA. Update every 30 minutes.

Step 4: Escalate if Needed

IT Support -> Granola Admin -> Team Lead -> VP/CTO (P1 only).

Step 5: Post-Incident Review

Document timeline, root cause, resolution, and prevention steps.

See detailed implementation for status check commands, detailed troubleshooting per incident type, communication templates, and post-incident report template.

Output

• Incident classified and acknowledged

• Quick fix applied or workaround enabled

• Stakeholders notified with status updates

• Post-incident review documented

Error Handling

Error Cause Solution

Recording not starting Calendar not synced Reconnect calendar OAuth

Empty transcript Mic not detected Check System Preferences audio input

Notes not appearing Processing queue delay Wait 15 min, check status page

Integration broken Token expired Reconnect in Settings > Integrations

Examples

Quick Status Check

set -euo pipefail curl -s https://status.granola.ai/api/v2/status.json | jq '.status'

Resources

• Granola Status

• Support Center

• Known Issues

Next Steps

Proceed to granola-data-handling for data management procedures.