Progress update
[App] status: We have identified the cause of the issue affecting [Feature] and are rolling out a fix. Next update by [Time]: [Link]
1 SMS segments · GSM-7 · 124 characters
SMSTransactionalSaaS and apps · Service outage and delays
SaaS incident notice SMS template (transactional)
Send it to admins and subscribed users as soon as an incident is confirmed. Acknowledging the issue early, with a status page link, reduces duplicate tickets and builds trust.
Preview
Your brand
[App] status: We are investigating an issue affecting [Feature] since [Time]. Updates: [Link]
Variables are highlighted. Replace them with your own values before sending.
[App] status: We are investigating an issue affecting [Feature] since [Time]. Updates: [Link]
85 characters in GSM-7, which is 1 SMS segment(s). GSM-7 fits 160 characters in a single SMS, or 153 per segment when the message is split. Counts treat each [Placeholder] as text of similar length; check the final message once your real values are in.
Variables explained
What to put in each variable, with an example value.
| Variable | What it is | Example |
|---|---|---|
[App] | Product name matching the sender ID | Planly |
[Feature] | Affected feature or region | file uploads in EU |
[Time] | Start time with time zone | 09:40 GST |
[Link] | Status page link | status.planly.io |
Category and compliance notes
Transactional SMS: it must relate to something the customer did or owns. Keep it free of offers and promotional links, or operators may filter it as promotional traffic and apply quiet hours.
Promotional sending hours differ by country, and some regulators also set Ramadan hours.Sender ID rules by countryPlan the send time
Variations
Alternative versions of the same message, following the same channel rules.
Resolved
[App] status: The issue affecting [Feature] has been resolved as of [Time]. Sorry for the disruption. Details: [Link]
1 SMS segments · GSM-7 · 109 characters
Major outage
[App] status: [App] is currently unavailable for some users since [Time]. Our engineers are working on it. Live updates: [Link]
1 SMS segments · GSM-7 · 119 characters
How to use this template
- 1
Copy the text
Copy the message and keep the brand name at the start so the recipient knows who is writing.
- 2
Replace the placeholders
Map each [Placeholder] to a field in your contact list or system, keeping the message short.
- 3
Check length and encoding
Paste the final text into the SMS counter to see the segments you will pay for.
- 4
Send from a registered sender ID
Use a sender ID registered for this traffic type in each destination country.
Questions about this template
How many SMS segments is this message?
1 segment(s): the text has 85 characters in GSM-7. GSM-7 fits 160 characters in a single SMS, or 153 per segment when the message is split.
Is this promotional or transactional SMS?
Transactional. It relates to a specific order, account or appointment, so it can be sent around the clock as long as it carries no promotional content.
When can I send this message?
Any time. Transactional and OTP messages are delivered 24/7; time-of-day windows such as 07:00–21:00 in the UAE or 09:00–22:00 in Saudi Arabia apply to promotional traffic.
Is this template available in other languages?
Yes. It is written natively in English, French, Spanish, German, Arabic, Portuguese, Turkish, and Simplified Chinese, so the Arabic and other versions read as original messages, not translations.