Technical communication that clients actually understand
Service outage notifications, support resolutions, security alerts, and project updates in 45 languages. Built for IT teams serving non-technical clients.
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Service Outage Notification
Why IT Services teams use Kerna
Service outage notifications need to be clear without scaring non-technical clients
Support ticket resolutions get rushed during incident response, leading to unclear follow-ups
Security alerts must convey urgency without causing panic
Monthly service reports take hours to write — and clients only skim them
Quotes for new services need careful phrasing — too technical and they bounce
Multilingual client bases (especially in MSP territory) increase staff workload disproportionately
Built around how IT Services teams actually work.
Direct tone for incident communication
During outages, clarity matters more than ceremony. Direct tone gets the facts across fast — what's broken, what's the ETA, what's next.
Diplomatic tone for client-facing technical issues
Some incidents require careful framing. Switch to diplomatic for client-facing communications where blame allocation is delicate.
Smart extraction for ticket data
Pull Subscription IDs, Ticket Numbers, Error Log Codes, IP Addresses, and Renewal Dates from incoming client emails into your tracking system.
Team accounts for MSP scale
Business and Enterprise plans support multi-tech teams with shared templates — service status updates, common resolution language, escalation procedures.
Every common IT Services email, drafted in one click.
Pre-configured email scenarios from Kerna's add-on, tuned for your field.
Turn incoming email into structured data.
Kerna pulls the fields that matter from messages you receive — straight into Calendar and Tasks.
Frequently asked questions
Does Kerna integrate with our ticketing system (ServiceNow, Jira)?
Kerna runs inside Gmail. Ticket details from your system can be pasted into the compose flow; Kerna handles the writing. For automated ticket-driven emails, your ticketing system's built-in notifications still apply.
How does it handle technical jargon for non-technical clients?
Use the friendly or diplomatic tones for client-facing communications — Kerna automatically calibrates technical depth to the tone. For internal team emails, direct tone preserves technical precision.
Is the privacy model adequate for client infrastructure data?
Kerna processes email content in real time without persistent storage. Client server names, IP addresses, and infrastructure details remain in Gmail. Review our DPA for managed service provider contracts.
Can the team share standard responses for common issues?
Yes. Business plan and above support shared Custom Templates. Standard responses to common incidents stay consistent while individual techs can have personal templates too.
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