Write status-page and customer updates during an incident: what to say when you know nothing yet, update cadence, and the all-clear that rebuilds confidence.
Help me write incident updates. The incident: {{incident}} (what's broken, who's affected, what we know/don't, ETA if any).
Write the sequence: the first post within minutes of confirmation (what's affected in customer terms — 'logins are failing' not 'auth service degraded', that we're on it, when the next update comes — commit to a time even with nothing to say), the nothing-new update ('still investigating, next update by X' — silence reads as abandonment), the progress update (cause found / fix deploying — no blame, no jargon), and the resolution post (fixed since X, what happened in one honest sentence, what we're doing so it doesn't recur — or a link to the postmortem promise). Rules: never over-promise ETAs, never say 'we take reliability seriously' DURING an outage, and update the moment status changes.
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