# Major-Incident-Customer-Communication-Template_686083948
### First Communication when incident happens

**Symptoms**

We regret to inform you that our *<Product>* service is currently experiencing *<an outage>*. Our technical team is aware of the issue and is working diligently to resolve it as soon as possible.

We understand the inconvenience this may be causing you and we apologize for any frustration this may have caused. Our team is working around the clock to get the service back up and running.

We will keep you updated on the progress of the investigation.

**Impact**

*<Product>* service is currently unavailable

### Updated communication when incident resolved

**Start Date/Time:**

*<February 24th 2:10 PM UTC>*

**End Date/Time:**

*<February 24th 2:10 PM UTC>*

**Symptoms:**

**Resolution:**

Once the issue was recognized, the Cloud Service team took actions to *<restore the services>*, we did...

**Root cause analysis:**

After an investigation by the RnD teams it was concluded that *<RCA summary>*

Our team is alos working to identify the underlying issue to prevent any similar incidents from happening in the future.
