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Maintenance Scheduled

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When to use this workflow

    Users hit an outage they were never warned about. Planned downtime feels like a failure when no one saw it coming.

    A single announcement weeks ahead is forgotten by the day. Users note it, move on, and are surprised anyway.

    Reminders go out for maintenance that was called off. Users are told to brace for downtime that is no longer happening.

    Users do not know exactly when the downtime starts. Without a heads-up just before, they are mid-task when it goes down.

How it works

1

Maintenance scheduled

When maintenance is scheduled (MAINTENANCE_SCHEDULED), users are told it is coming.

TriggerMulti-Channel
2

Reminder the day before

24 hours before, a reminder goes out.

Wait UntilMulti-Channel
3

Starting-soon an hour before

One hour before, a starting-soon alert warns that downtime is imminent.

Wait UntilMulti-Channel
4

Cancelling ends it

If the maintenance is cancelled (MAINTENANCE_CANCELLED), the reminders stop.

Wait UntilExit

Best practices

    Spell out the window with its timezone

    "Down 2 to 4 AM" is useless without a zone. State the timezone, or pass each user their local time in the payload - the workflow sends the time you put in the message, it does not convert it per user.

    Lead with the impact, not the schedule

    Users care whether they can work, not your change number. Say what will be unavailable and for how long, up front.

    Send the starting-soon on a fast channel

    An hour before, push and inbox reach a user mid-task better than an email they may not open in time.

Common mistakes to avoid

    Telling every user about maintenance that affects only some

    If only one region or feature goes down, alerting everyone creates needless worry and noise. Target the announcement to who is actually affected.

    Treating a five-minute patch like a five-hour outage

    A tiny maintenance window does not need the day-before and hour-before drumbeat. Match the number and urgency of messages to the real impact.

    Reminding the old time when the window moves

    If maintenance is rescheduled, the reminders still point to the old slot. Re-announce on the new time so users are not braced for the wrong hour.

What users receive

The actual notifications this workflow sends, on each channel.

System Maintenance Reminder

Email
System Maintenance Reminder — Email
In-app inbox
System Maintenance Reminder — In-app inbox
Android push
System Maintenance Reminder — Android push

What good looks like

Primary signal Surprises

Fewer users caught off guard

Users plan around downtime when they are told ahead, reminded, and warned just before, instead of hitting an outage cold.

Fatigue signal Confusion

Users ask if it is over

When users contact support during or after maintenance, the messages are missing the window in local time or any sign of when it ends.

Support

Frequently Asked Questions

Quick answers about setting up and running this workflow.

At scheduling, again 24 hours before, and once more an hour before downtime starts, each timed by a Wait Until counting back from the maintenance time.

The reminders stop right away at the Wait Until on MAINTENANCE_CANCELLED, so users are not braced for downtime that is no longer happening.

Email for the announcement, with push and in-app inbox added on the reminder and the starting-soon alert via Multi-Channel.

Not on its own. Add an all-clear send for when service is back, so users know they can return.

Fire MAINTENANCE_SCHEDULED with a near maintenance_time, then MAINTENANCE_CANCELLED with the same maintenance_id to confirm the stop. Use the Test button, the SuprSend Agent, or the API, CLI, or MCP.

Ship Maintenance Scheduled in under 5 minutes.

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