Apology: downtime Apology: downtime

Hi {{first_name}},

We were down for {{downtime_duration}} on {{outage_date}}, and that hurt your work. Sorry.

The cause was {{root_cause_summary}}. We've shipped {{remediation}} to prevent the same failure mode.

You'll see a {{credit_amount}} credit on your next invoice, applied automatically, no action needed.

Full post-mortem here: {{postmortem_url}}.

I'm available directly at {{agent_email}} if you want to talk through anything.

{{agent_name}}