Editor’s note: Service interruption notifications are the unloved sibling of newsletters and welcome emails. They just don’t get enough love — and for the most part are fairly terrible, anonymous, vague and menacing messages, often from a no-reply address. There is a better way.
While software is our main business now, we have some hosting clients for special services. Every once in a while of course there is either expected or unexpected downtime. We strive to let our clients know about these issues in advanced (planned) and in real time (unplanned). We don’t try the tricky move that many hosts do of just trying to hide downtime. Do not try to be anonymous. Do not use no-reply addresses. Keep your communication personable and open, informative and precise.