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Service outage email template

During an active outage, silence is what makes customers panic. This proactive notice tells them you already know, shows what's affected, and points them to a single place for live updates.

Subject line

We're aware of an issue affecting [product] and working on it

Email body

Hi [first name], We're aware that [product] is currently having problems, and our team is on it right now. What's affected: [the specific feature or service, e.g. logins and sending messages]. What's still working: [anything unaffected, if applicable]. Where things stand: we've identified [the likely cause / are still investigating] and expect to have it resolved by [ETA, or "within the hour; we'll update you if that changes"]. You don't need to do anything on your end. For live updates as we go, follow our status page at [status page link]. We're sorry for the disruption and we'll email again the moment it's fixed. [Your name] [Title], [Company]

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When to use this email

  • An outage is happening right now and customers are likely affected

  • You want to get ahead of the support tickets with a proactive notice

  • You need to point everyone to one source of truth for updates

  • Reassuring customers you're already working on it will reduce panic

Tips for making it yours

Send it fast. A quick "we know" beats a polished email an hour later

Separate what's broken from what still works so people aren't guessing

Give an honest ETA or say you're still investigating. Don't invent a time

Point to one status page link so you're not answering the same question 50 times

Selvo Shared Inbox

Send replies like this without the copy-paste

Save this as a saved reply in Selvo's shared inbox, and your whole team sends it in two keystrokes, with assignments, internal notes, and no two agents answering the same email twice.

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Browse all 47 support email templates →

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