Communication while recovering.
WHY IT MATTERS
Customers forgive outages. They do not forgive silence.
An unexplained broken site looks like a business that has stopped trading.
WHAT TO SAY EARLY
That you are aware That you are working on it Roughly when you will update again
You do not need the answer to send the first message.
WHAT TO AVOID
Promising a resolution time you were not given Technical detail nobody needs Blaming a supplier in a way that reads as helplessness Going quiet
IF DATA WAS LOST
Tell affected customers specifically. If orders were lost, contact those customers directly rather than waiting for them to ask.
They paid, and their order may no longer exist in your system.
IF PERSONAL DATA WAS EXPOSED
Different and more serious. Take advice on notification obligations under the NDPR, and tell affected people honestly.
WHERE TO POST
Somewhere not dependent on the failed system: a social account, or a message to your list.
AFTERWARDS
A short note saying what happened and what you changed. It rebuilds more trust than silence.
