Let your customers know about unfolding incidents before they come asking. This leaves your support team free to fight the fire, rather than focus on answering questions.
Remove unwanted worry and confusion by only notifying your customers about incidents which directly impact the parts of your product they actually use.
Uses your Help Center feature, so this incident is something she needs to know abou
Does not use the Help Center, so let’s not worry him needlessly.
Tell customers about maintenance ahead of time so they can plan around any downtime.