The Vendor Outage Playbook

A critical vendor just went down: [THE VENDOR, WHAT WE CANNOT DO WITHOUT THEM, HOW OFTEN THIS HAS HAPPENED, OUR CONTRACT TERMS ON UPTIME]. Write the playbook: the first hour (who checks, who decides, what we tell customers and when), the workaround while they are down, the escalation path inside the vendor that actually works, and after it is over - the postmortem we demand from them, the SLA credits we are owed, and the honest redundancy question: what it costs to never be this exposed again.