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.