Status Page Message Templates
Calm, consistent wording reduces support load. Publish these from your incident or maintenance record — component health and subscriber email stay in sync.
Plain-language templates for every public stage — incidents and planned maintenance.
On this page
Preview or copy each section below — paste into Notion, Confluence, or your wiki.
Incident messages
Match component status on your status page to each message.
Status page — incidents
At a glance
| Field | Set in Incido |
|---|---|
| Affected components | [list] |
| Severity | Critical / High / Medium / Low |
| Notify subscribers | On for Critical/High stage changes |
Message templates
Investigating
We are investigating [symptom] affecting [component(s)]. Next update by [time] or sooner.
Identified
We have identified an issue affecting [component(s)] and are working on a fix. [One sentence on customer impact.]
Monitoring
A fix has been deployed. We are monitoring [component(s)] and will confirm when fully resolved.
Resolved
The incident affecting [component(s)] is resolved. All systems are operational.
Resolved + follow-up
The incident affecting [component(s)] is resolved. We are reviewing what happened and will share customer-relevant findings if needed.
Writing rules
- Lead with customer impact, not internal cause
- Set a next update time while investigating
- Update component status to match reality
- Notify subscribers on material changes only
# Status page — incidents
## At a glance
| Field | Set in Incido |
|-------|---------------|
| Affected components | [list] |
| Severity | Critical / High / Medium / Low |
| Notify subscribers | On for Critical/High stage changes |
---
## Message templates
**Investigating**
> We are investigating [symptom] affecting [component(s)]. Next update by [time] or sooner.
**Identified**
> We have identified an issue affecting [component(s)] and are working on a fix. [One sentence on customer impact.]
**Monitoring**
> A fix has been deployed. We are monitoring [component(s)] and will confirm when fully resolved.
**Resolved**
> The incident affecting [component(s)] is resolved. All systems are operational.
**Resolved + follow-up**
> The incident affecting [component(s)] is resolved. We are reviewing what happened and will share customer-relevant findings if needed.
### Writing rules
1. Lead with **customer impact**, not internal cause
2. Set a **next update time** while investigating
3. Update **component status** to match reality
4. Notify subscribers on **material** changes only
Maintenance messages
Status page — maintenance
At a glance
| Field | Value |
|---|---|
| Affected components | [list] |
| Window | [start] – [end] ([timezone]) |
Message templates
Scheduled
Maintenance on [component(s)] is scheduled from [start] to [end] ([timezone]). [Expected impact in plain language.]
In progress
Maintenance on [component(s)] is in progress. [Expected impact]. We will update when complete.
Extended
Maintenance on [component(s)] will take longer than planned. We now expect completion by [revised time].
Complete
Maintenance on [component(s)] is complete. All systems are operational.
Subscriber checklist
- Advance notice before window
- Start notification (if impact begins)
- Completion notification
# Status page — maintenance
## At a glance
| Field | Value |
|-------|-------|
| Affected components | [list] |
| Window | [start] – [end] ([timezone]) |
---
## Message templates
**Scheduled**
> Maintenance on [component(s)] is scheduled from [start] to [end] ([timezone]). [Expected impact in plain language.]
**In progress**
> Maintenance on [component(s)] is in progress. [Expected impact]. We will update when complete.
**Extended**
> Maintenance on [component(s)] will take longer than planned. We now expect completion by [revised time].
**Complete**
> Maintenance on [component(s)] is complete. All systems are operational.
## Subscriber checklist
- [ ] Advance notice before window
- [ ] Start notification (if impact begins)
- [ ] Completion notification
How to use this template
- Adapt tone to your brand — keep sentences short.
- Pair each message with the right component status (degraded, outage, operational).
- Use subscriber email for investigating → identified → resolved on Critical/High.
Publish incident and maintenance updates from the same record responders use. Subscriber email, component health, and branded themes stay aligned. Explore status pages →
FAQs
How often to post during an outage?
Critical/High: every 30–60 minutes while impact continues, even if the message is “still investigating.”
Internal vs public copy?
Internal timeline notes can be technical. Public messages describe impact and timing in plain language.
When do subscribers get email?
When you publish with subscriber notification enabled — typically stage changes, not every internal note.
Put your process into practice
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