Planning around them.
SCHEDULED MAINTENANCE
Announced in advance through the Client Area.
Check announcements regularly, or you learn about it from a client.
WHAT TO DO WITH THE NOTICE
Tell affected clients in advance, in your own words.
A client informed by you looks after; a client who discovers an outage does not.
DURING AN INCIDENT
Check Client Area > Network Issues first. If your server is listed, we are working on it.
Tell your clients promptly, with what you know.
WHAT NOT TO DO
Open multiple tickets about a known incident, which slows resolution for everyone Speculate publicly about causes Blame us to clients in a way that suggests you have no control
HOW TO FRAME IT TO CLIENTS
"The server is affected, it is being worked on, I will update you within the hour."
Accurate, and it positions you as managing the situation.
AFTERWARDS
A short account of what happened. Clients value being told.
WHAT TO ASK US
If an incident affected you significantly, ask what happened and what changed. We will tell you.
