Reference · Glossary

Customer communication

Timely, accurate **messages to users** during outages — what broke, what you are doing, what they should expect.

#When to use

Sev-1/2 incidents affecting paid customers or public demos.

Technical jargon dumps — lead with impact and ETA, link to status page.

"We identified a bad deploy affecting citations. Rollback in progress — ETA 20 minutes."