Standard Operating Procedure (SOP): Crisis Management

For: WordPress Masters ([WEBSITE_URL])
Effective Date: [DATE]

Purpose

This SOP outlines the procedures for identifying, managing, and resolving crises that may impact WordPress Masters, a WP Experts Marketplace. The goal is to minimize operational disruptions, protect the brand reputation, and ensure the safety and satisfaction of stakeholders, including clients, experts, and employees.

Scope

This SOP applies to all employees, contractors, and stakeholders involved in the operations of WordPress Masters. It covers crisis identification, communication protocols, response procedures, stakeholder notifications, media handling, business continuity activation, and post-crisis review.

Definitions

• Crisis: Any event or situation that poses a significant threat to the operations, reputation, or financial stability of WordPress Masters.
• Severity Levels: Classification of crises based on their impact and urgency (see Crisis Classification Matrix).
• Stakeholders: Includes clients, WP experts, employees, vendors, and media.
• Business Continuity Plan (BCP): A predefined set of actions to ensure critical operations continue during a crisis.

Crisis Classification Matrix

Communication Chain of Command

1. Crisis Manager: [REPRESENTATIVE_NAME], [REPRESENTATIVE_TITLE]
   - Responsible for overseeing the crisis response, coordinating teams, and making final decisions.
2. Technical Lead: [TECH_LEAD_NAME], [TECH_LEAD_TITLE]
   - Handles technical issues, including platform downtime, data breaches, and system failures.
3. Customer Support Lead: [SUPPORT_LEAD_NAME], [SUPPORT_LEAD_TITLE]
   - Manages client communications and ensures timely updates to affected users.
4. Marketing/PR Lead: [PR_LEAD_NAME], [PR_LEAD_TITLE]
   - Handles external communications, including media responses and social media updates.
5. Legal Counsel: [LEGAL_COUNSEL_NAME], [LEGAL_COUNSEL_TITLE]
   - Advises on legal implications, regulatory compliance, and contract disputes.

Initial Response Procedures by Crisis Type

1. Technical Issues (e.g., Downtime, Bugs)

• Step 1: Technical Lead assesses the issue and determines severity level.
• Step 2: Notify Crisis Manager if Level 2 or higher.
• Step 3: Post a status update on [WEBSITE_URL]/status within 30 minutes.
• Step 4: Resolve issue using tools like New Relic (monitoring), WP-CLI (command-line fixes), or Cloudflare (DNS adjustments).
• Step 5: Notify affected clients via email if downtime exceeds 1 hour.

2. Data Breach or Security Incident

• Step 1: Technical Lead isolates affected systems and changes admin credentials.
• Step 2: Notify Crisis Manager and Legal Counsel immediately.
• Step 3: Engage cybersecurity firm (e.g., Sucuri or Wordfence) to investigate.
• Step 4: Inform affected clients within 24 hours, as required by GDPR/CCPA.
• Step 5: Issue a public statement if client data is compromised.

3. Client/Expert Disputes

• Step 1: Customer Support Lead mediates the dispute within 24 hours.
• Step 2: Escalate to Crisis Manager if resolution is not achieved.
• Step 3: Offer refunds or credits as per [COMPANY_NAME]’s refund policy.

4. Public Relations Crisis

• Step 1: Marketing/PR Lead drafts a holding statement within 1 hour.
• Step 2: Crisis Manager approves the statement.
• Step 3: Monitor social media and respond to inquiries using tools like Hootsuite.
• Step 4: Schedule a follow-up press release within 24 hours.

Stakeholder Notification Templates

1. Client Notification (Downtime)

Subject: Service Update: Temporary Downtime
Dear [CLIENT_NAME],
We are currently experiencing technical difficulties that may affect your access to [WEBSITE_URL]. Our team is actively working to resolve the issue and expects a resolution within [TIMEFRAME]. We apologize for the inconvenience and appreciate your patience.

2. Data Breach Notification

Subject: Important Security Notice
Dear [CLIENT_NAME],
We regret to inform you that a security incident has occurred, potentially affecting your account on [WEBSITE_URL]. We have taken immediate steps to secure our systems and are conducting a thorough investigation. Please reset your password immediately. For assistance, contact us at [EMAIL].

Media Response Guidelines

1. Holding Statement:
   - "We are aware of the situation and are actively working to address it. Our priority is to resolve the issue promptly and keep our stakeholders informed."

2. Spokesperson:
   - Only the Marketing/PR Lead or Crisis Manager is authorized to speak to the media.

3. Social Media:
   - Use pre-approved templates for updates. Avoid speculative or defensive language.

Business Continuity Activation Triggers

The Business Continuity Plan (BCP) will be activated under the following conditions:
1. Website downtime exceeding 4 hours.
2. Data breach affecting more than 10% of users.
3. Legal or regulatory action requiring immediate compliance.

Post-Crisis Review Process

1. Debrief Meeting:
   - Schedule within 48 hours of crisis resolution.
   - Attendees: Crisis Manager, Technical Lead, Customer Support Lead, Marketing/PR Lead, Legal Counsel.

2. Root Cause Analysis:
   - Identify the underlying cause of the crisis.
   - Tools: Fishbone Diagram, 5 Whys Analysis.

3. Action Plan:
   - Develop a plan to prevent recurrence.
   - Assign owners and deadlines for corrective actions.

4. Documentation:
   - Update SOPs and training materials based on lessons learned.

Crisis Simulation/Drill Schedule

Review Schedule

This SOP will be reviewed and updated annually or after any significant crisis event.

Approved by:
[REPRESENTATIVE_NAME]
[REPRESENTATIVE_TITLE]
[DATE]