# Clause 7.4: Communication

Determine the internal and external communications the BCMS requires, settling what will be communicated, when, with whom, how, and by whom.

Cloud: Communication in a provider incident has an extra leg: the provider's escalation channel. Record how you reach them, what they will tell you and when, and what you tell customers while you wait.

Evidence: Communication plan addressing each of the five determinations; Named communicators with authority to speak externally; Evidence the plan has been used, not merely written.

Test: Check the plan records a provider escalation route that has been used in a test.

Citation: ISO 22301:2019, clause 7.4. Source: https://compliance.theartofservice.com/frameworks/iso-22301-2019. Last updated: 2026-10-20.