Customer Communication After an Outage
Write honest updates and a follow-up.
Added October 15, 2026. Written with AI assistance and checked for clarity and placeholders; not reviewed by a lawyer, accountant, clinician or other professional. How these prompts are made
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Write customer communications for an outage. What happened in plain terms: [WHAT_HAPPENED]. Duration and who was affected: [DURATION_AFFECTED]. What we have fixed and what we are still doing: [STATUS]. Compensation policy if any: [COMPENSATION]. Produce three messages: an initial acknowledgement (under 50 words), a resolution notice (under 100 words), and a follow-up explanation 3 to 5 days later (under 250 words) that says what happened, what we have changed, and how customers can ask questions. Use plain language, avoid jargon, avoid blaming vendors or individuals, and do not promise that it will never happen again. Provide a version for a technical audience and one for a general audience. Add an internal checklist for legal and support review before sending. Add examples of phrases to avoid and replacements, such as 'a small number of users' with the actual percentage if known. Provide guidance on when to offer credits or refunds consistently, who decides, and how to record it. Include a short template for answering individual customer emails that reference the incident, and a rule about not sharing unverified causes.
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