examples/ extende outage communicaions
e.g. Bank 2020
Hello, Yesterday we experienced a serious and extended technology systems issue that left many of you unable to do your banking, including making and receiving payments. We know that this outage caused a lot of inconvenience to our customers. It also occurred during a difficult time for many Cusomers, who are feeling the health and financial impacts of COVID-19. This incident will have created extra stress and anxiety for many of you, and I'm deeply sorry for this. The problem occurred early in the afternoon and affected many of our systems including our website, online banking and contact centre. It also affected some card services, and caused delays to payments. Although we pride ourselves on our robustness and reliability, and we have well-tested backup plans, our systems are large and complex and this issue took a long time to resolve. Our staff worked through the night to resolve the issue, and our systems were back up and running by this morning. We want to assure you that a thorough review is under way to understand the causes of this outage to ensure it doesn't happen again. We've also listened to your feedback over the last 24 hours and will use it to improve our customer communications in the future. In the meantime, we're back on deck and ready to assist you with your banking. Please call us on 0800 xxx yyy if you are still experiencing any problems and our contact centre team will be happy to help.