I agree. "We" should be reserved for someone in collaboration with the user. "Our" service is not down unless the user is part of the group that actually owns a

I agree. "We" should be reserved for someone in collaboration with the user. "Our" service is not down unless the user is part of the group that actually owns and maintains the service. "The" service may be down however, or better yet, "RetroEncabulator is down for maintenance".