Clients get notified when their service gets suspended

[amazingphilippe]

Give your user story a simple, clear title

Description

This links to these AC statements from the Bounce rate epic:

• Given my bounce rate is too high, when my service is suspended, then I get notified by email
• When I get notified by email, I can contact Notify support to get help

As a Notify client, I need to know when my service is/will be suspended so that I can take steps to recover it/prevent it.

WHY are we building?

• The communication for suspending services is manual, because the suspension process is manual. With the emergency break, suspension will be automatic, therefore we need automatic suspension communications, including leading warnings before suspension happens. WHAT are we building?
• Communication around account suspensions linked to when the automatic break (#845) is triggered.
• Communication around warning and critical thresholds. (Before being suspended)
• Possible next steps to recover or prevent in those emails VALUE created by our solution
• Our clients are never suspended and locked out of their services without knowing why.

Acceptance Criteria** (Definition of done)

To be refined through discussion with the team

Given some context, when (X) action occurs, then (Y) outcome is achieved

If this user story emerged from User Research insights:

• [ ] Link research insight back to hypothesis from Epic or Objective in Airtable

• [ ] Once change/fix/feature is implemented, mark insight as "resolved" in Airtable

• [ ] Once change/fix/feature is implements, link insight to design artifacts (Figma) in Airtable

• A11y

• Bilingualism

• Privacy considerations

• Security controls in place

• Measuring success and metrics

QA Steps

• [ ] Tested in a realistic production scenario

Relevant Research

Research question: How do Senders react to the concept of being suspended due to their bounce rate?

[yaelberger-commits]

Hey team! Please add your planning poker estimate with Zenhub @amazingphilippe @YedidaZalik

[jimleroyer]

@whabanks Potential task during the holidays, just to implement the email sending plumbing when a service gets suspended.

[whabanks]

Should we notify our users when a service is resumed as well?

[YedidaZalik]

+1 to notifying users when service resumes!

[YedidaZalik]

When we suspend or have suspended their service due to email bounce rate, can the service still send SMS? Should we specify that we've just suspended email for the service? Can we suspend for one but not the other?

[YedidaZalik]

Started drafting possible email content

[whabanks]

Plumbing is in place to support the remaining work to be done once the ADR is complete.