Customer Communication During an Outage
Plan messages, timing and updates for a service disruption.
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Prepare outage communications. Service affected: [SERVICE]. Customers affected: [CUSTOMERS]. Channels: [CHANNELS]. Typical outage causes: [CAUSES]. Write templates for the first notice, a progress update, a resolved message and a follow-up with an apology and any compensation policy. Each under 90 words, plain wording, no blame and no technical detail the customer cannot use. Define update intervals, such as every 30 minutes at first, and what to say when there is no news. Add a status page structure, an agent script for calls, and a post-incident summary template. Do not promise a fix time unless engineering confirms it, and do not describe causes that are not confirmed. Compensation and notification duties are [VERIFY] for [JURISDICTION]. Add a short list of mistakes to avoid: speculation about cause, promising a restore time without confirmation, using technical terms, posting updates only in one channel, and going silent when there is nothing new. Provide an example update of 60 words written for an invented outage of an online booking service, with the time of the next update stated.
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