Incident communication guidelines for status page updates

Draft — needs review before this goes on the public docs.

When posting status page updates during an incident:

1. First update within 10 minutes of the incident opening, even if it only says "we're investigating elevated error rates on the API"
2. Say what customers observe, not what's broken internally ("checks may be delayed" — not "NATS consumer lag")
3. Update at least every 30 minutes while the incident is open, even if nothing changed
4. The resolution note states impact duration and scope plainly. No "we apologize for any inconvenience this may have caused" filler
5. Postmortem link goes on the incident within 5 business days for major incidents