To write emails that effectively manage expectations during a service outage, it is essential to ensure clear communication, transparency, and empathy towards those affected. Here are some key points to consider:

1. Subject Line: Use a clear and proactive subject line indicating a service outage to set the right expectation from the start.

2. Opening Statement: Start the email by acknowledging the issue and its impact on the customers or employees. Show empathy and understanding towards their inconvenience.

3. Description of the Issue: Provide a concise but detailed explanation of the problem without getting too technical. Describe the nature of the outage, its causes, and what services are affected.

4. Expected Resolution Times: Give an estimate of when the issue is expected to be resolved. Be realistic but also leave room for unexpected delays, if possible.

5. Alternative Solutions or Workarounds: Offer any available temporary solutions or workarounds that can help mitigate the impact of the outage on the recipients.

6. Reassurance: Reassure customers or employees that the problem is being actively worked on by your team. Highlight the steps being taken to resolve the issue promptly.

7. Communication Plan: Outline how you will keep them updated throughout the resolution process. Make sure to deliver on these promises by providing regular updates, even if there is no significant progress to report.

8. Closing: End the email with a positive tone, thanking them for their understanding and patience. Encourage them to reach out if they