Vague compensation, “let us know and we’ll see what we can do,” creates more support tickets than a specific credit does, since every customer now has to ask for something instead of just receiving it. State the fix that was actually made, not a general promise to do better, specificity is what makes an apology land.
Support
Write an apology and compensation offer after extended downtime
A scenario prompt for the follow-up email after an outage is resolved, once you know the real scope and can commit to a real number.
Works with Claude / GPT2,350 uses★ 4.6
The prompt
support-apology-compensation-downtime
Your SaaS-connected WordPress plugin (license and API service) was down for 6 hours yesterday, affecting all active customers on paid plans. The incident is now fully resolved. INCIDENT FACTS: [root cause was a failed database migration during a routine deploy; all paid customers affected during the window; no data was lost; fix verified, monitoring added to catch this class of failure before it reaches customers again] Write the post-incident email to all affected customers, as the person who owns the incident writeup. Requirements: - State plainly what happened and how long it lasted, in the first two sentences. No burying the duration in paragraph three. - Give the real root cause in plain language (a failed deploy step), not a vague "we experienced technical difficulties." - State exactly one concrete step taken to prevent recurrence (the specific monitoring added), not a general "we're taking this seriously." - Offer a specific, calculable compensation (for example, one month free, or a prorated credit for the downtime), not "let us know if you were affected and we'll see what we can do." Vague compensation offers generate more tickets than they resolve. - Do not over-apologize past two sentences: state it, own it, fix it, compensate, move on. - Keep it under 150 words. Replace the INCIDENT FACTS block with your real incident details before running this.