micsapp Granola Incident Runbook
Contents
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
Next Steps
Proceed to granola-data-handling for data management procedures.