--- name: granola-incident-runbook description: 'Incident response procedures for Granola meeting capture failures and outages. Use when meetings aren''t recording, transcription fails mid-meeting, integrations stop syncing, or the Granola service is down. Trigger: "granola incident", "granola outage", "granola down", "granola not recording", "granola emergency". ' allowed-tools: Read, Write, Edit, Bash(curl:*), Bash(pgrep:*), Bash(pkill:*), Bash(open:*) version: 1.13.0 license: MIT author: Jeremy Longshore tags: - saas - granola - incident-response compatibility: Designed for Claude Code --- # Granola Incident Runbook ## Overview Standard operating procedures for Granola incidents — from individual recording failures to organization-wide outages. Covers triage, remediation, communication, escalation, and post-incident review. Designed for IT admins, team leads, and individual users. ## Prerequisites - Granola admin access (for org-level incidents) - Bookmark [status.granola.ai](https://status.granola.ai) for service status - Internal communication channel identified (#granola-support or similar) ## Instructions ### Step 1 — Triage: Assess Severity ```bash # Quick status check curl -s "https://status.granola.ai/api/v2/status.json" 2>/dev/null | python3 -c " import json, sys try: data = json.load(sys.stdin) indicator = data.get('status', {}).get('indicator', 'unknown') desc = data.get('status', {}).get('description', 'Unknown') print(f'Status: {indicator} — {desc}') except: print('Cannot reach status page — possible network issue') " || echo "Network error — check internet connection" ``` | Severity | Description | Response Time | Example | |----------|-------------|---------------|---------| | **P1 Critical** | Org-wide outage, data loss risk | Immediate | Granola service down, no one can record | | **P2 High** | Multiple users affected | < 1 hour | Recording fails for a team, sync broken | | **P3 Medium** | Single user issue | < 4 hours | One person's transcription stopped | | **P4 Low** | Minor issue, workaround exists | < 24 hours | UI glitch, slow processing | **Scope assessment questions:** 1. Is it just you, or are others affected too? → Ask in #granola-support 2. Is [status.granola.ai](https://status.granola.ai) showing an incident? → P1/P2 if yes 3. Was it working earlier today? → Recent change (OS update, permissions) likely 4. Which platform? (Zoom/Meet/Teams) → Platform-specific audio routing ### Step 2 — Remediation by Incident Type --- #### Incident: "Meeting Not Recording" **Severity:** P3 (single user) or P2 (team-wide) **Immediate actions:** 1. Click Granola menu bar icon > **Start Recording** (manual override) 2. If manual start fails: - Check that the meeting has audio playing - Verify Granola is running: `pgrep -l Granola` - Restart: right-click menu bar icon > **Restart Granola** **Root cause investigation:** - [ ] Calendar event has a video conferencing link (Zoom/Meet/Teams) - [ ] Calendar is connected in Settings > Calendar - [ ] Microphone permission granted - [ ] Screen & System Audio Recording permission granted (macOS) - [ ] Not running conflicting audio software (Loopback, BlackHole) **Backup:** Take manual notes. After fixing, re-record the next meeting. --- #### Incident: "Transcription Stops Mid-Meeting" **Severity:** P3 **Immediate actions:** 1. Check: is the computer awake? (Sleep kills transcription) 2. Right-click Granola icon > **Restart Granola** 3. Reopen your note — transcription may resume 4. If using Bluetooth: switch to wired audio or built-in speakers **Root cause:** Granola stops transcription after ~15 minutes of no detected audio. Bluetooth devices can cause intermittent dropouts. --- #### Incident: "Enhancement/Processing Failed" **Severity:** P3 **Immediate actions:** 1. Wait 15 minutes — long meetings take longer to process 2. Check internet connectivity 3. Check [status.granola.ai](https://status.granola.ai) for service issues 4. Restart Granola and reopen the note 5. Click **Enhance Notes** again **If still failing after 30 minutes:** The transcript was captured but enhancement may be queued. Submit support ticket with the meeting date/time. --- #### Incident: "Integration Not Syncing" (Slack/Notion/HubSpot) **Severity:** P3 **Immediate actions:** 1. Settings > Integrations > check the target integration status 2. Disconnect and reconnect the integration 3. Re-share the note manually 4. For Zapier: check Zap history at zapier.com for errors **Common causes:** | Integration | Likely Cause | Fix | |-------------|-------------|-----| | Slack | Bot removed from channel | `/invite @Granola` in the channel | | Notion | Database deleted | Reconnect (new database created) | | HubSpot | OAuth token expired | Reconnect in Settings | | Zapier | Connection expired | Re-authenticate Granola in Zapier | --- #### Incident: "Granola Service Outage" (P1) **Severity:** P1 Critical **Immediate actions:** 1. Confirm at [status.granola.ai](https://status.granola.ai) 2. Switch to **backup note-taking** immediately: - Open a text editor or Google Doc - Take manual notes for active meetings - Notes can be combined with future Granola captures manually 3. Communicate to your team via Slack: ``` :rotating_light: Granola is currently experiencing a service outage. Status: https://status.granola.ai Impact: Meeting recordings and AI enhancement are unavailable. Workaround: Take notes manually in Google Docs or your preferred editor. I'll update when service is restored. Next update: [time + 30 min] ``` 1. Subscribe to status updates at status.granola.ai 2. Resume normal operation when status returns to Operational ### Step 3 — Escalation Path ``` Level 1: User Self-Service → Restart Granola, check permissions, verify audio → Time: 5 minutes Level 2: IT Support / Team Admin → Run debug bundle (granola-debug-bundle) → Check org-wide status, verify SSO/SCIM → Time: 15-30 minutes Level 3: Granola Support → Submit ticket at help.granola.ai → Attach debug bundle → Enterprise: Priority support, dedicated contact → Time: 1-24 hours depending on severity Level 4: Granola Engineering (P1 only) → Escalated by Granola Support for service outages → Status page updates provided by Granola team ``` ### Step 4 — Post-Incident Review After resolution, document: ```markdown ## Post-Incident Report **Date:** YYYY-MM-DD **Severity:** P1/P2/P3/P4 **Duration:** [start time] — [resolution time] **Impact:** [# users affected, # meetings missed] **Timeline:** - HH:MM — Issue first reported - HH:MM — Triage and severity assigned - HH:MM — Workaround communicated - HH:MM — Root cause identified - HH:MM — Fix applied / service restored **Root Cause:** [description] **Resolution:** [what fixed it] **Prevention:** [what to change to prevent recurrence] **Action Items:** - [ ] [who] [what] [by when] ``` ## Output - Incident triaged and severity assigned - Remediation applied or workaround enabled - Stakeholders notified with status updates - Post-incident review documented with prevention actions ## Error Handling | Scenario | First Response | |----------|---------------| | Can't reach status.granola.ai | Check your internet; try from phone network | | Restart doesn't fix recording | Force quit (`pkill -9 Granola`), clear caches, relaunch | | Multiple users reporting same issue | Likely P1/P2 — check status page, post to team Slack | | Issue persists after all troubleshooting | Create debug bundle, submit to help@granola.ai | ## Examples For a missing synthetic meeting record, document `severity=P2; integration=staging-calendar; window=15m; action=reconnect-scoped-integration; recording_probe=pass; transcript_retention=none; rollback=not-needed`. The receipt uses no attendee name, title, recording, or transcript text. ## Resources - [Granola Status Page](https://status.granola.ai) - [Help Center](https://help.granola.ai) - [Transcription Troubleshooting](https://docs.granola.ai/help-center/troubleshooting/transcription-issues) - [Granola Updates (Known Issues)](https://www.granola.ai/updates) ## Next Steps Proceed to `granola-data-handling` for data export, retention, and GDPR compliance. --- Source attribution: jeremylongshore Original project: https://github.com/jeremylongshore/claude-code-plugins-plus-skills/blob/ab85a061f7bcc039dac13ee193de7a4cd4388571/plugins/saas-packs/granola-pack/skills/granola-incident-runbook/SKILL.md License: MIT License information: https://opensource.org/license/mit Original upstream instructions; downloaded from Mega AI Hub. ## Upstream license notice MIT License Copyright (c) 2025 Jeremy Longshore Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. # Mega AI Hub resource metadata Creator / publisher: jeremylongshore Original project: https://github.com/jeremylongshore/claude-code-plugins-plus-skills/blob/ab85a061f7bcc039dac13ee193de7a4cd4388571/plugins/saas-packs/granola-pack/skills/granola-incident-runbook/SKILL.md Attribution basis: Source repository record Fields of work: Sales, Customer Support Roles: Customer Success Manager, Support Agent, Technical Support Specialties: API, Backend, Database, Design, Word Documents, Frontend, Notion, Remotion Tools: Notion, Granola, Slack Country applicability: Country not specified Classification basis: Source catalog labels Instruction SHA-256: 8c4d65b94917a2e09bfffabd858735ae5d846ff3f90d9bb91fc6bb96136bbe46