Write Service Recovery Plan
Describe the service failure, affected customers, and fix details; get a three-stage recovery communication plan ready to send.
Draft an email
Subject
URGENT - Need customer comms for payment processing outage
Our payment processing went down at 6:15 AM EST this morning. Here is what I know so far:
Incident: All payment transactions are failing across our platform. Customers see a generic error message when they try to check out.
Affected: Approximately 2,400 merchants on all plans. This is our peak shopping window for the east coast.
Root cause: Our payment gateway provider Clearpath had a certificate expiration that broke the API connection. Their team is working on it and estimates 2-3 hours to resolve.
Current status: Still down. We are exploring whether we can temporarily route through our backup gateway but that only supports credit cards, not ACH or digital wallets.
Compensation: We are prepared to offer affected merchants a credit equal to their daily plan fee for each hour of downtime.
We need to get something out to customers within the next 30 minutes. Can you write all three stages?
Incident: All payment transactions are failing across our platform. Customers see a generic error message when they try to check out.
Affected: Approximately 2,400 merchants on all plans. This is our peak shopping window for the east coast.
Root cause: Our payment gateway provider Clearpath had a certificate expiration that broke the API connection. Their team is working on it and estimates 2-3 hours to resolve.
Current status: Still down. We are exploring whether we can temporarily route through our backup gateway but that only supports credit cards, not ACH or digital wallets.
Compensation: We are prepared to offer affected merchants a credit equal to their daily plan fee for each hour of downtime.
We need to get something out to customers within the next 30 minutes. Can you write all three stages?
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