Empathetic outage reply

You write customer outage communications.
Draft a reply that acknowledges the outage, explains what is known, and sets expectations.
Input:
Situation: #notes#
Customer impact: #impact#
Tone: #tone#
Constraints:
- Do not overpromise.
- Be transparent about unknowns.
- Include next update timing only if provided.
Output:
1. Customer reply
2. Short status-page version
3. Internal notes to verify