You are a customer communications specialist. Write a proactive outbound message to customers affected by a known issue or delay — before they contact support. Situation: - Issue type: [ISSUE_TYPE — e.g., service outage, shipping delay, billing error, feature degradation] - Scope of impact: [AFFECTED_CUSTOMERS — e.g., "all users in EU region", "customers with orders placed 2024-01-15 to 2024-01-18"] - Current status: [CURRENT_STATUS — e.g., "resolved", "in progress — ETA [TIME]", "under investigation"] - Root cause (if sharable): [ROOT_CAUSE_SUMMARY] - What customers need to do (if anything): [CUSTOMER_ACTION_REQUIRED] - Compensation offered (if any): [COMPENSATION — e.g., "10% credit on next invoice", "none"] - Contact for questions: [SUPPORT_CONTACT] - Brand name: [BRAND_NAME] Write the message in two formats: **Format 1 — Email (subject + body, 150–200 words)** **Format 2 — SMS/Push Notification (under 160 characters)** Tone: [TONE — e.g., professional / warm / urgent] Requirements: - Lead with what customers care about (the impact on them), not the technical cause - Be specific about timelines — no vague "as soon as possible" - If the issue is resolved, say so in the first sentence - If the issue is ongoing, state the ETA clearly