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.
# 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:
Severity: P3 (single user) or P2 (team-wide)
Immediate actions:
pgrep -l Granola
Root cause investigation:
Backup: Take manual notes. After fixing, re-record the next meeting.
Severity: P3
Immediate actions:
Root cause: Granola stops transcription after ~15 minutes of no detected audio. Bluetooth devices can cause intermittent dropouts.
Severity: P3
Immediate actions:
If still failing after 30 minutes: The transcript was captured but enhancement may be queued. Submit support ticket with the meeting date/time.
Severity: P3
Immediate actions:
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 |
Severity: P1 Critical
Immediate actions:
: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]
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
After resolution, document:
## 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]
| 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 |
Proceed to granola-data-handling for data export, retention, and GDPR compliance.