Write a Customer-Facing Incident Update

Write a customer-facing status update for the incident below.

Cover, briefly and plainly:
- **What's happening** — the impact in the customer's terms (not internal jargon).
- **Who's affected** — scope, if known.
- **What we're doing** — current action, without over-promising a fix time.
- **Next update** — when they'll hear from us again.

Honest and calm. Don't speculate on cause. Don't commit to a resolution time unless the inputs give you one.

Incident details:
{{incident_details}}