StillOnline?

Customer email template during an outage (plus status page link)

Status page subscribers opted in on stillonline.tech/s/demo via Google email — they get updates when you post incidents. All customers may still need a one-time broadcast (especially if they never subscribed).

Two channels, one source of truth: write details on the StillOnline page; email points there. NIST SP 800-61 recommends coordinating stakeholder messages through one authoritative channel — your status page — while email reaches users who never subscribed.

Quick answer

Send a short broadcast email to your user list with: what is affected, what is not affected, link to StillOnline status page, and next update time. Do not duplicate long technical detail in email — update the incident thread on the page instead. Subscribers already on the page get automatic emails on each incident post; broadcast reaches everyone else. Owner Telegram/Slack alerts are for you, not customers — subscribers vs owner.

Broadcast vs subscriber email

ChannelAudienceTrigger
Status page subscriberOpted in on public pageEach incident update you publish
Customer broadcastFull user base / paid accountsYou send from your ESP (SendGrid, etc.)
Owner alertFounder/on-callProbe DOWN — Telegram

Subject lines

  • Investigating: [Product] service disruption
  • Update: [Product] incident — link to live status
  • Resolved: [Product] incident summary

Body template

Investigating

We are investigating an issue affecting [Dashboard / API / Login].
Some customers may see [symptom].
Live updates: https://stillonline.tech/s/demo
We will post the next update by [time] UTC on the status page.
— [Your company]

Resolved

The incident is resolved as of [time] UTC.
Summary: [one line cause + duration]
Full timeline: https://stillonline.tech/s/demo
Questions: support@[domain]

Match cadence with five-minute rule and incident phases. Google SRE keeps detailed technical narrative on the status channel, not scattered across email threads.

FAQ

Does StillOnline send email to all my users?

No. Only subscribers who signed up on the public page. You broadcast separately.

Should every incident trigger a broadcast?

Use judgment: Major yes; minor Degraded maybe docs/support only.

Can I embed the status page in email?

Link only; page is live HTML on StillOnline.

RU customers — same template?

Same URL; write email in Russian; status page UI supports ru locale.

Further reading