State the known impact
Explain what was affected, who may have been impacted and the current status when known.
Incident communication
How to communicate an incident to customers
Use this guide to write incident messages carefully, clearly and without promising unconfirmed details.
Generate incident ideasShare mitigation or investigation
If there is no cause yet, focus on actions in progress and the next update point.
Keep wording precise
Avoid absolute wording while the investigation is still open.
Partial instability
Situation
Customers had checkout latency for 20 minutes. Service is stable, cause still under analysis.
How to use Textro
Use Customer context for initial communication ideas.
Workaround available
Situation
Report export fails for large accounts. We have a manual workaround while investigating.
How to use Textro
Ask for ideas to explain impact and workaround.