One of the most important steps of incident communication is the acknowledgment of an issue. Letting people know, that you know, something is wrong can proactively eliminate redundant support tickets, improve trust and reduce general confusion.
We put together an "Incident Template Library" with some common issues you may need to communicate to your end users. Use the text below and set up Incident Templates to bootstrap some copy the next time you need to quickly acknowledge one of the corresponding issues.
Title: **COMPANY_NAME** Service Disruption We are currently experiencing a service disruption. Our **ADD_TEAM** team is working to identify the root cause and implement a solution. **ADD_GENERAL_IMPACT** users may be affected. We will send an additional update in **NEXT_UPDATE_TIME** minutes.
Title: Trouble logging in Some users may be experiencing trouble when logging in to **SERVICE_NAME**. Our **ADD_TEAM** team is currently investigating issues related to **ADD_SUSPECTED_ROOT_CAUSE**. We will send an additional update in **NEXT_UPDATE** minutes.
Title: Support portal unavailable Our support portal may not be accessible for some users. We are currently investigating the issue. In the meantime if something is urgent, contact us through **SECONDARY_SUPPORT_EMAIL** or on twitter **ADD_TWITTER_HANDLE**. We will send an additional update in **NEXT_UPDATE** minutes.
Title: Issue with our upstream provider Our upstream provider, **ADD_THIRD_PARTY_SERVICE**, is currently experiencing an issue which is affecting our ability to **THIRD_PARTY_SERVICE**. See *THIRD_PARTY_SERVICE_STATUS_PAGE* for more details. We will resolve this incident once we have received confirmation the issue has been resolved from our upstream provider.
Title: Delay in delivering messages We have identified delays in message delivery, and are actively investigating. Messages are currently **QUEUED_OR_DROPPED** and will **STATE_OF_MESSAGES_WHEN_FIXED** once we resolve the issue. We will send an additional update in **NEXT_UPDATE** minutes.
Title: Issues with our DNS provider Our DNS provider is currently experiencing an issue which is causing **ADD_CUSTOMER_IMPACT**. WE will update here as soon as we receive additional information from our provider.