Outage notice
Update customers during an outage on impact, progress and workarounds, then explain the cause, fixes and credits after recovery to keep their trust.
Prompt
Write customer-facing outage communications for a project management SaaS after an incident that left some users unable to log in or sync data for about three hours. Purpose: keep customers informed while it is happening, then explain what went wrong and rebuild trust. Requirements: draft the initial notice, progress updates, the resolution notice and a post-incident summary; state when the issue was detected (with time zone), which features and users were affected, any workaround and when the next update will come; in the summary, explain the cause in plain language, whether any data was affected, what is being done to prevent a repeat and any service credits; promise nothing that is not confirmed. Sincere and concise, with no deflecting blame.
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- Ofox
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