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Customer-reported outage — 6 days without status update to customer

OpenCriticalIncidentCustomer Success88% · SLA at risk. Customer VP has not heard from us in 6 days.

Current state

Customer-reported outage is resolved internally but no update has been sent to the customer.

Formal owner
Jordan Ellis, Customer Success
Current owner
Internal person — Jordan Ellis to send customer status update today.
Next-action owner
Jordan Ellis, Customer Success
Next step
Draft and send status update email to Lena Marsh (customer VP Operations).
Real blocker
No customer-facing status update in 6 days. Customer VP is waiting.
Last activity
10h ago — Engineering confirmed root cause and fix in staging — customer not yet notified.
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Observations

  • Blockeremail97% conf6d ago

    Customer email from Lena Marsh (VP Operations): "Our entire reporting suite has been down since Tuesday. We have a board presentation tomorrow and need this resolved urgently. I haven't received any update from your team."

  • Status updateslack94% conf10h ago

    Engineering Slack: root cause confirmed — data pipeline timeout for exports over 10,000 rows. Fix has been validated in staging and is ready to deploy.

  • Action itemjira99% conf7h ago

    No customer-facing status update has been sent since the initial acknowledgement 6 days ago.

Recommended action

MEDIUM

Follow up required

Directed at Internal owner

Requires approval before sending

Actions

Recommended actionPrepare vendor escalation draft
ReasonNo customer-facing update in 6 days. Root cause confirmed and fix ready.
TargetLena Marsh, VP Operations
ApprovalRequired
Draft
Hi Lena,

I want to give you a direct update on the reporting outage affecting your account.

Our engineering team identified the root cause yesterday — a data pipeline timeout affecting exports over 10,000 rows. A fix has been validated in staging and will be deployed tonight before midnight. I will confirm as soon as it is live.

I apologise for the delay in communication. That gap should not have happened and we are fixing our internal escalation process as a result.

If you need anything before the fix is deployed, please reach out directly.

Timeline

  1. Blocker createdLena Marsh6d agoemail

    Customer email received: reporting export outage affecting all users.

  2. Status changedJordan Ellis6d agojira

    Jira ticket opened and assigned to Jordan Ellis.

  3. Next step changedDev Team10h agoslack

    Engineering Slack thread: root cause confirmed — pipeline timeout on exports >10k rows. Fix validated in staging.

  4. Went stale7h agojira

    6 days since initial customer report. No outbound communication sent.