Downtime refers to the time during which your product or service is unavailable or not functional due to maintenance, upgrades, or system failure. Downtime can be both planned and unplanned.
If it’s a planned downtime, your support team should proactively inform customers about it. If the downtime is because of a system failure, you need to immediately let your customers know and reassure them that it’ll be fixed soon in order to keep them calm and curb their frustration.
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