Clay Incident Runbook

Overview

Rapid response procedures for Clay-related production incidents. Clay is a hosted SaaS platform, so incidents fall into two categories: (1) Clay-side issues (platform outage, provider degradation) and (2) your-side issues (webhook misconfiguration, credit exhaustion, handler failures).

Prerequisites

• Named incident commander, service/data owners, and escalation contacts
• Access to redacted telemetry, queue state, table configuration, and runbooks
• A tested ability to pause enrichment, CRM sync, and webhook intake
• Approved communications and evidence-retention procedures

Severity Levels