> For the complete documentation index, see [llms.txt](https://docs.statuspal.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.statuspal.io/incident-communication-handbook/planned-maintenance.md).

# Planned Maintenance

Planned maintenance requires proactive and transparent communication to minimize disruption and maintain trust.

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For general preparation steps—such as stakeholder lists, communication channels, and templates—refer to the [Preparation](/incident-communication-handbook/preparation.md) chapter.
{% endhint %}

## 1. Assessing Impact

Before communicating planned maintenance, assess its potential impact to determine the appropriate communication strategy.

* Service Criticality: Identify which services or components will be affected and how essential they are to users.
* Scope and Duration: Estimate how many users will be impacted and for how long.
* Audience: Determine whether the maintenance affects internal teams, external customers, partners, or regulators.
* Impact Level: Categorize the maintenance as minor (low risk, minimal disruption) or major (high risk, significant disruption).

Use this assessment to decide on lead times, notification channels, and the frequency of reminders.

## 2. Before Maintenance

### Advance Notice

* Communicate the planned maintenance window as early as possible, with more lead time for higher-impact work (e.g., 1–2 weeks for major customer-facing maintenance, a few days for minor updates).
* Tailor the message to each audience, using appropriate channels (email, status page, in-app notifications, internal chat, etc.).

### Reminders

* Schedule and send reminders at logical intervals—such as one week, one day, and one hour before the maintenance begins—especially for high-impact changes.
* Each reminder should restate the essential details: affected services, maintenance window, expected downtime, and support contacts.

### Message Content

* What: Clearly describe the maintenance activity and which services will be affected.
* When: Specify the exact start and end times (including time zones).
* Why: Briefly explain the reason for maintenance (e.g., upgrades, security patches, infrastructure improvements).
* Impact: State what users can expect (e.g., downtime, degraded performance, no impact).
* Support: Provide contact details for questions or urgent issues.

### Handling Changes

* If the schedule or scope of maintenance changes (e.g., rescheduling, extension, or cancellation), promptly update all affected stakeholders with the new details.
* Use the same channels as the original notifications to ensure consistency and visibility.

## 3. During Maintenance

### Status Updates

* If maintenance starts late, is running longer than planned, or completes early, communicate these changes in real time.
* For major or customer-facing maintenance, provide periodic updates on progress, especially if there are unexpected delays.

### Unexpected Issues

* If unplanned problems arise during maintenance that affect users beyond the communicated scope, escalate communications as you would for an incident (see the “During Incident” chapter).
* Clearly distinguish between planned effects and unforeseen issues.

### Reassurance

* Remind stakeholders that your team is actively monitoring the process and is available to support any urgent needs.
* Provide a point of contact for real-time inquiries.

## 4. After Maintenance

### Completion Notice

* Notify all stakeholders when maintenance is complete and services are fully restored.
* Confirm whether the work was completed as planned or if there were deviations from the original scope.

### Issue Reporting

* Invite users to report any lingering issues or unexpected behaviors following maintenance.
* Provide clear instructions or contact information for submitting feedback or support tickets.

### Follow-up

* If post-maintenance issues are discovered, communicate transparently about the nature of the problem, the steps being taken, and expected resolution timelines.
* Update stakeholders as issues are resolved.

By following these steps, your planned maintenance communications will be timely, clear, and customer-focused—helping to reduce confusion, minimize disruption, and maintain trust with all stakeholders.