What to Tell a Client During a Website Outage: Templates
A useful outage message tells the client what is affected, what users can still do, what the agency is doing, any safe workaround, and when the next update will arrive. It separates confirmed facts from hypotheses and never waits for a root cause before acknowledging material impact.
The agency should appoint one communications owner. Engineers provide facts; the owner turns them into consistent updates across email, the help desk, and the status page.
At a glance
Every incident update should answer:
