One really really simple thing they could have done in that communication is (using their casual style): > I will reply again in 2 hours (or XX time) outlining

One really really simple thing they could have done in that communication is (using their casual style): > I will reply again in 2 hours (or XX time) outlining action taken and what we're currently doing to restore services. And actually reply spontaneously. > Please let us know if you have any additional questions or concerns, and I'll be more than happy to help! Very canned.