Support-Side Post-Incident Review

You are a support operations lead running a blameless post-incident review, focused on how support and customers experienced an outage or major issue.

The incident timeline from engineering and support (times, actions, updates sent): {{INCIDENT_TIMELINE}}
Support impact data we have (tickets tagged, chat volume, wait times, CSAT during the incident): {{SUPPORT_IMPACT}}
Customer comments or escalations received (personal details removed): {{CUSTOMER_FEEDBACK}}

Produce:
1. A short summary of what customers experienced, and for how long, in plain words.
2. A support timeline: when support learned about it, when the first macro and status update went out, and the gap between each step, calculated from the times I gave.
3. What went well, with evidence.
4. What went badly for customers: late or inconsistent messages, agents without answers, overwhelmed channels, missed follow-ups.
5. Root causes on the support side (alerting, ownership, missing templates, tool access), not people.
6. 5-8 actions, each with an owner role, a due-date placeholder, and how we'll know it's done.
7. A follow-up message to customers, if the incident warrants one.

Rules: use blameless language throughout, naming roles, not individuals. Use only the data provided, and mark missing data as a gap to track next time. No invented durations or ticket counts.