--- title: "Incident Communication Templates (Copy & Paste) for 2026 | Statusentry" description: "Free incident communication templates for status pages, customer emails, social posts and internal updates — investigating, identified, monitoring and resolved." url: https://statusentry.com/blog/incident-communication-templates updated: 2026-10-20 --- [All posts](https://statusentry.com/blog) Best practices # Incident Communication Templates: Status Page, Email & Social Copy-paste incident communication templates for every stage of an outage: status page updates, customer emails, social posts, banners and internal messages. Oct 20, 2026 7 min read by Statusentry team Copy-paste incident communication templates for every stage of an outage: status page updates, customer emails, social posts, in-app banners and internal messages. Fill in the [brackets] and publish. **In a hurry?** Use our free [**incident update generator**](https://statusentry.com/tools/incident-update-generator) to create a status page update in seconds. ## The four stages of incident communication | Stage | What it means | What to say | | --- | --- | --- | | Investigating | You know something is wrong, not why | What's affected and when you'll update next | | Identified | You know the cause | The cause in plain words and what you're doing | | Monitoring | A fix is in place | That service is recovering and you're watching it | | Resolved | Service is back to normal | When it recovered, and what happens next | Post the first update within about 10 minutes of confirming an issue, then every 30–60 minutes until it's resolved — even if there's nothing new. ## Status page incident templates ### Investigating Status page · investigating Title: [Service] [unavailable / degraded / errors for some users] We're investigating reports that [what users notice, e.g. some users can't log in]. We'll post an update within [30] minutes. ### Identified Status page · identified We've identified the cause: [plain-language cause, e.g. a configuration change to our authentication service]. We're [rolling it back / deploying a fix] now. Next update within [30] minutes. ### Monitoring Status page · monitoring A fix has been applied and [service] is recovering. We're monitoring to make sure the issue doesn't return. [Optional: some users may need to refresh or log in again.] ### Resolved Status page · resolved This incident has been resolved. [Service] has been working normally since [time UTC]. [Optional: We'll share a summary of what happened and what we're changing within [X] days.] Thanks for your patience. ### Degraded performance Status page · degraded [Service] is responding more slowly than usual. Everything still works, but [pages / API requests] may take longer to load. We're investigating and will update within [30] minutes. ### Third-party outage Status page · third-party [Feature, e.g. payments] isn't working because our provider, [provider], is having an outage. We're in contact with them and following their status page. We'll update you as soon as it's restored. ## Customer email templates ### Major incident email Email · during a major incident Subject: [Product] incident: [service] [unavailable / degraded] Hi [name], Since [start time UTC], [what users notice]. Our team is working on it now. [What you know so far, in one sentence.] Live updates: [status page URL] We're sorry for the disruption and will email again when it's resolved. [Team name] ### Incident resolved email Email · resolved Subject: Resolved: [service] incident on [date] Hi [name], The issue affecting [service] between [start] and [end] UTC is resolved. What happened: [one or two plain sentences]. What we're doing: [the change that prevents it happening again]. [If relevant: Any data / requests during this window were / were not affected.] Thanks for your patience, and sorry for the trouble. [Team name] ## Social, in-app and internal templates Social · X or LinkedIn We're aware of an issue affecting [service] and are working on a fix. Follow live updates at [status page URL]. In-app banner We're having trouble with [service] right now. Some features may not work. Updates: [status page URL] Internal · Slack or Teams 🔴 Incident: [service] [impact]. Started [time]. Incident lead: [name]. Customer-facing updates on [status page URL] every [30] min. Support macro: [link]. War room: [link]. ## Incident communication best practices - **Lead with impact.** Customers care what they can't do, not which server failed. - **Be specific.** Name the service and who's affected. Vague updates create more support tickets. - **Always give a next-update time.** And keep it, even if there's no news. - **No blame, no guesses.** Share the cause once you know it, without naming people or vendors in anger. - **Close the loop.** Post a resolved update, and a [**postmortem**](https://statusentry.com/blog/postmortems) for major incidents. ## Publish updates faster with Statusentry Statusentry gives you a hosted status page where incident updates go out to email, Slack and webhook subscribers in one click, and an [**AI assistant for incident updates**](https://statusentry.com/blog/ai-writing-assistant) that turns rushed notes into clear messages without changing the facts. [**Start free**](https://statusentry.com/free-status-page) or see [**pricing**](https://statusentry.com/pricing). ## Keep reading [All posts](https://statusentry.com/blog) Engineering 7 min read ### [A Fresh New Look for Statusentry — Designed with AI](https://statusentry.com/blog/redesigning-our-ui-with-ai) Cleaner typography, a calmer palette and consistent components across the app. What's new in the Statusentry interface, how we built it with an AI assistant, and how AI is changing the way we work. Comparisons 13 min read ### [Best Statuspage Alternatives in 2026: 8 Tools Compared](https://statusentry.com/blog/statuspage-alternatives) Statusentry, Instatus, Better Stack, StatusPal, Status.io, OnlineOrNot, UptimeRobot and open-source options compared with Atlassian Statuspage on features, limits and current 2026 pricing. Try Statusentry ## Communicate incidents calmly, transparently, instantly. Start with a 30-day Enterprise trial. Afterwards, keep the free plan with no time limit. 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