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Question

Service Outages: How does your brand manage the aftermath?

  • 30 September 2022
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We are a tech company that make smart garage door openers that can be controlled with our smartphone app. Occasionally, we experience service outages that may temporarily leave people locked out of their garages if their only way in is though our app (i.e. they don’t carry keys with them, don’t have a garage door controller with them AND don’t have an entry keypad installed outside of their garage).

We are looking for perspective from brands who have experience with this on how to approach the 24-48 hours following a major outage:

  1. After announcing that service is restored/issue is resolved, how long do you leave that announcement post up? Do you delete it at some point and if so, when?
  2. Do you pause all posting on the following day? How long do you wait to resume your day-to-day publishing activity? 

Thanks in advance for any insight you can offer here!


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