Customer Communication for a Deprecation or Breaking Change
Notify users clearly and early.
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Write communications for a breaking change. The change and its effect: [CHANGE_AND_EFFECT]. Who is affected: [AFFECTED_USERS]. Date and migration path: [DATE_AND_MIGRATION]. Support available: [SUPPORT]. Produce: an announcement email (180 words) with what is changing, who is affected, what to do and by when, how we will help, and where to ask questions; reminders at 90, 30, 7, and 1 day before (60 words each); an in-app banner (30 words); a help center article outline; a script for support; and an FAQ of eight questions. Add rules: give enough notice (check contract terms and local rules [VERIFY]), offer a migration tool or guide, do not hide the change in release notes, and track who has acted. Include a tracker of affected accounts with status. Provide the tracker of affected accounts as a table with columns for account, contact, date notified, migration status, and notes, plus a decision on how to handle customers who have not acted a week before the change.
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