In order to manage customer expectations when there are system outages: I first Inform clients right away. Be open and honest about the problem and what I will be doing to resolve the issue. Updates are important. If at all possible, estimate the resolution time. Make amends for the inconvenience that was caused. After the resolution, follow up and get feedback for improvements.

Continued, clear, concise communication is the best way to manage client expectations. Having managed Major Incidents for over a decade, in my experience transparency is key. Most service organizations have protocols and processes set up and agreed with clients around such major incident comms. Having a communication template has helped both the IT Ops Managers on the service provider side and the client managers. Such a template should cover: 1. Title/Brief description of the issue: 2. Impact - Regional/Global, for example. 3. Outage start time: 4. Current Status - includes actions taken, any MI bridge that has been opened, meeting notes, next actions. 5. Expected time of resolution: 6. Time when next update can be expected.

When our operating system experiences extended downtime, I manage client expectations by: Communicating proactively: I immediately inform clients about the issue, expected downtime, and the steps we're taking to resolve it. Offering regular updates: I provide timely progress reports to keep clients informed, even if there are no new developments. Providing alternatives: I suggest temporary solutions or workarounds to help clients continue their operations smoothly. This approach maintains trust and satisfaction by ensuring transparency and support during outages.

First thing is to be honest and transparent. The pressure of the situation might trigger the instinct of hiding information to not increase the friction, but it will end up undermining even more the customer trust. The good situation managements that I have been seeing starts with the acknowledgement of the impact (more than the issue itself), communicating how the issue is going to be handled (off course to the extent of what is known), and informing when a new update is going to be given. The ideal second step is to give a containment while the root cause of the problem is solved. During the whole process, it is essential to keep updating customer about the actions taken and the progress made. They need to feel a bit in control.

When one of our systems experienced an unexpected outage, I learned the importance of proactive communication. I immediately informed clients about the situation, explaining the root cause and providing an estimated resolution time. Regular updates followed, even when there was no progress, to assure them we were fully engaged. Acknowledging their inconvenience, I offered temporary workarounds where possible and ensured our support team was available to address urgent concerns. Once resolved, I transparently shared the steps taken to prevent recurrence. This approach not only managed expectations but also strengthened client trust through accountability and clear communication.

1 Will be to use a two providers and reserve platform. 2 Will be knowing about cluster and about perfect failover scenario what i have. 3 Engineers who have knowledge about what they should do in hardest time. Done. I did all main steps .

Provide customers with a proper sla. Keep giving progress reports. Don't make unrealistic commitments. Set correct customer expectations.