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Maintenance windows - communicating with branches and customers

Planned maintenance is like closing a lane on a highway: traffic still moves if you sign early, divert clearly, and reopen on time. Use the template below internally; adjust tone for regulator or customer comms per your policy.

Before AIS confirms a window​

  • Freeze risky same‑day promotions that depend on AIS scoring.
  • Notify branch managers and contact‑center leads ahead of public messaging.
  • Confirm whether Decision PRO, APIs, or both are in scope.
  • Agree the rollback story if the window overruns.

Sample internal bulletin (copy and edit)​

Subject: Planned AIS service maintenance - [DATE] [TIMEZONE]

What: Scheduled maintenance on the AIS credit intelligence services that support [product names].
When: [Start] to [End] (expected).
Impact: [e.g., Decision PRO read‑only / delayed decisions / API errors with retry] - replace with AIS wording.
Branch action: [e.g., capture applications on paper / defer non‑urgent underwriting / use backup limits] - only if your bank approves.
Customer script: [one sentence] - align with complaints team.
Status updates: [intranet page / Teams channel / email]
Questions: [bank ops owner] → [AIS support channel per contract]

:::note Replace every bracket

AIS will supply accurate impact language. Do not reuse old bulletins without checking the current scope.

:::

After the window​

  • Verify a smoke test path (login + one sample journey) before “all clear.”
  • Send “service restored” note to the same distribution list.
  • Log actual duration vs plan for post‑incident learning if the window slipped.

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