NexoPad

Service outage apology email to customers (template)

Tell customers what happened during the outage, that it's fixed and what you're doing so it doesn't happen again.

Support/outagesorryTone: Transparent · 66 words

Apologize for a service outage

/outagesorry

In NexoPad this fills in by itself, from Gmail, WhatsApp or your help desk.

Data

Preview

Hi Name, On Date, between Start time and End time, What stopped working wasn't available. I'm sorry: we know you rely on it for your work. What happened: Short, honest cause It's now fully fixed and no data was lost. To prevent it from happening again, What you're changing If you still notice anything odd, reply to this email and we'll look at it right away. The Company team
Use it with a shortcut

When to use it

Send it once the service is back and you know the cause, to everyone who was affected. During the outage itself, a short status update is better; this email closes the incident.

Tips

  • Give exact times and say plainly what didn't work; vague wording makes people assume the worst.
  • Explain the cause in one or two plain sentences, without technical jargon.
  • If the outage was long or costly for customers, mention the credit or compensation in the same email.

Short version

Hi [name], on [date] [service] was down from [start] to [end]. I'm sorry. It's fixed now and no data was lost. To prevent it, we're [change].

More examples in our guideHow to write an apology email to a customer (14 examples)

How to use it in NexoPad

  1. 1Add it

    Click “Add to NexoPad”: it’s saved as a snippet, with its variables.

  2. 2Type the shortcut

    In Gmail, Zendesk or any website, type /outagesorry.

  3. 3Fill in and done

    NexoPad asks you for the missing details and fills in the dates for you.

Free

Type this template with /outagesorry on any website

NexoPad types it for you in Gmail, Outlook, WhatsApp Web or your help desk. You just fill in the details.

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  • Installs in 2 clicks
  • Works on any website

What this template saves you

By hand274 charactersWith NexoPad/outagesorry + 9 details
You save~50 mina week

Rough estimate: about 5 characters per second by hand, plus 5 s per send, 5 days a week.

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Report a service outageTo let users know you're aware of an outage, what to do meanwhile and when the next update comes./outageViewOffer a service credit after an outageTo compensate a customer affected by a service failure with an account credit and explain what has been fixed./servicecreditViewApologize for the inconvenienceA short, sincere apology to a customer for any inconvenience, with what you did about it and what happens next./inconvenienceView