Granola Incident Runbook

Overview

Standard operating procedures for responding to Granola incidents and meeting capture failures.

Incident Severity Levels

Level	Description	Response Time	Examples
P1	Critical	< 15 min	Complete outage, data loss
P2	High	< 1 hour	Recording failures, sync issues
P3	Medium	< 4 hours	Single user issues, slow processing
P4	Low	< 24 hours	UI bugs, minor inconveniences

Incident Response Flow

Incident Detected
       ↓
Assess Severity (5 min)
       ↓
Check Status Page (1 min)
       ↓
┌──────────────────────┐
│ Granola Issue?       │
├──────────────────────┤
│ Yes → Workaround     │
│ No  → Local Debug    │
└──────────────────────┘
       ↓
Communicate Status
       ↓
Track to Resolution
       ↓
Post-Incident Review

Quick Status Check

Step 1: Check Granola Status

# Check status page
curl -s https://status.granola.ai/api/v2/status.json | jq '.status'

# Or visit: https://status.granola.ai

Step 2: Test Local Connectivity

# Test API connectivity
curl -I https://api.granola.ai/health

# Expected: HTTP 200 OK

Step 3: Check Local App Status

# macOS - Check if Granola is running
pgrep -l Granola

# Check Granola logs
tail -f ~/Library/Logs/Granola/granola.log

Incident: Recording Not Starting

Symptoms

• Meeting starts but Granola doesn't record
• No recording indicator visible
• Calendar event not detected

Immediate Actions

## Quick Fix (< 5 min)

1. [ ] Manually click "Start Recording" in Granola
2. [ ] Check calendar is connected (Settings > Integrations)
3. [ ] Verify meeting is on synced calendar
4. [ ] Restart Granola app
5. [ ] Check audio permissions granted

Root Cause Investigation

## Investigate (if quick fix fails)

1. Calendar Sync Issue:
   - Last sync time?
   - OAuth token valid?
   - Correct calendar selected?

2. Audio Permission:
   - System Preferences > Security > Microphone
   - Is Granola listed and checked?

3. App State:
   - Force quit and restart
   - Clear cache if needed
   - Check for updates

Incident: No Audio Captured

Symptoms

• Recording indicator shows
• Transcript is empty or says "No audio"
• Notes are blank

Immediate Actions

## Quick Fix

1. [ ] Check audio input device in System Preferences
2. [ ] Verify physical mic is not muted
3. [ ] Test mic with other app (Voice Memos)
4. [ ] Restart Granola app
5. [ ] Rejoin meeting if possible

Workaround

## If Audio Cannot Be Captured

1. Take manual notes during meeting
2. Record with backup tool (QuickTime, OBS)
3. Upload/transcribe after meeting
4. Document for post-incident review

Incident: Processing Stuck

Symptoms

• Meeting ended but notes not appearing
• Processing indicator spinning > 10 min
• Error message about processing

Immediate Actions

## Quick Fix

1. [ ] Wait up to 15 minutes (large meetings take longer)
2. [ ] Check internet connectivity
3. [ ] Check Granola status page for delays
4. [ ] Restart Granola app
5. [ ] Contact support if > 20 min

Support Escalation

## Contact Support

Email: help@granola.ai

Include:
- Meeting date/time
- Meeting ID (if available)
- Duration of meeting
- Error messages shown
- Steps already tried

Incident: Integration Failure

Symptoms

• Notes not syncing to Slack/Notion/etc.
• Zapier Zaps failing
• Error in integration logs

Immediate Actions

## Quick Fix

1. [ ] Check integration status (Settings > Integrations)
2. [ ] Reconnect if showing "Disconnected"
3. [ ] Test integration manually
4. [ ] Check destination app permissions
5. [ ] Verify Zapier Zap is enabled

Manual Workaround

## Manual Sync

If integration broken:
1. Export note as Markdown
2. Manually paste to Notion/Slack
3. Create tasks manually in Linear
4. Update CRM by hand if needed

Incident: Complete Outage

Symptoms

• Granola app won't load
• Status page shows outage
• Multiple users affected

Immediate Actions

## During Outage

1. [ ] Acknowledge internally (Slack)
2. [ ] Enable backup note-taking
3. [ ] Monitor status page
4. [ ] Document affected meetings

Communication Template:
"Granola is currently experiencing an outage.
Please take manual notes. We're monitoring
the situation and will update in 30 minutes."

Backup Procedures

## Alternative Note-Taking

1. Designate note-taker per meeting
2. Use Google Docs or Notion directly
3. Record via Zoom/Meet native recording
4. Upload to Granola when service restored

Communication Templates

Internal Notification (Slack)

:warning: Granola Incident

Status: [Investigating/Identified/Monitoring/Resolved]
Impact: [Description of impact]
Workaround: [Available workaround]
ETA: [Expected resolution time]
Updates: Every 30 minutes

Next update: [Time]

User Notification (Email)

Subject: Granola Service Update

We're aware of issues with [specific issue] affecting
[scope of impact].

Impact: [What users will experience]
Status: [Current status]
Workaround: [Steps users can take]

We'll update you within [timeframe].

- The Granola Team

Post-Incident

Incident Report Template

## Incident Report: [Title]

**Date:** [Date/Time]
**Duration:** [Start to resolution]
**Severity:** [P1/P2/P3/P4]
**Impact:** [Number of users, meetings affected]

**Timeline:**
- HH:MM - Incident detected
- HH:MM - Investigation started
- HH:MM - Root cause identified
- HH:MM - Resolution applied
- HH:MM - Service restored

**Root Cause:**
[Description of what caused the incident]

**Resolution:**
[What was done to resolve]

**Prevention:**
[Steps to prevent recurrence]

**Lessons Learned:**
- [Key takeaways]

Review Meeting Agenda

## Post-Incident Review

1. Incident summary (5 min)
2. Timeline review (10 min)
3. What went well (5 min)
4. What could improve (10 min)
5. Action items (10 min)
6. Assign owners and deadlines (5 min)

Emergency Contacts

Granola Support

• Email: help@granola.ai
• Enterprise: dedicated support channel
• Status: status.granola.ai

Internal Escalation

## Escalation Path

1. Primary: [IT Support]
2. Secondary: [Granola Admin]
3. Management: [Team Lead]
4. Executive: [VP/CTO] - P1 only

Resources

• Granola Status
• Support Center
• Known Issues

Next Steps

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