How planned maintenance affects business messaging

Planned maintenance is scheduled work that may affect a messaging service, product, channel, platform, API, or reporting function for a limited time.

For businesses, this can be relevant when customer communication depends on SMS, WhatsApp, RCS, email, campaign tools, APIs, delivery reports, portals, or automated flows.

Planned maintenance does not always mean downtime. Some maintenance has no expected customer impact. Other maintenance may affect message delivery, message processing, platform access, delivery reports, or campaign sending during a defined time window.

Customers can check the LINK Mobility status page for planned maintenance updates, affected services, expected impact, and incident history.

What planned maintenance can affect

Business messaging depends on several systems working together. A message may be created in a campaign tool, sent through an API, processed by a platform, routed through a channel, delivered through an operator, and then reported back through delivery reports or message statistics.

Planned maintenance can affect one or more parts of that setup.

This does not mean every customer is affected. The impact depends on the service, country, product, operator, channel, or message type listed in the maintenance update.

Why maintenance windows are important

A maintenance window gives customers a defined period when a service update, upgrade, or technical change is planned.

This helps teams prepare before sending important customer communication.

For example, a business may want to avoid sending a large campaign during a maintenance window if the update could affect message delivery, campaign tools, or delivery reports. A support team may also want to know if maintenance could explain slower updates or temporary service changes.

Maintenance windows are especially relevant for messages such as:

• OTPs

• Payment reminders

• Appointment reminders

• Delivery updates

• Service alerts

• Campaign sends

• Customer support messages

• Two-way replies

• Automated customer journeys

For time-sensitive messages, even a short delay can affect the customer experience.

Planned maintenance and affected services

A planned maintenance update should help customers understand what is affected. This can include the product, channel, operator, country, message type, platform, API, or reporting function involved.

A maintenance update can include:

• Affected service

• Affected country or operator

• Start time

• Expected end time

• Expected customer impact

• Whether messages may be delayed

• Whether delivery reports may be delayed

• Whether platform access may be affected

• Whether campaign tools may be unavailable

• Latest update or completion notice

This helps teams decide whether they need to take action or simply monitor the update.

When to check planned maintenance

Teams should check planned maintenance before important sends or when customer communication depends on a specific service being available.

Useful moments include:

1. Before sending a large campaign.

2. Before sending time-sensitive messages.

3. Before launching an automation flow.

4. Before sending OTPs, payment links, or service alerts.

5. Before using a campaign tool for scheduled sends.

6. Before a product launch or seasonal campaign.

7. When delivery reports are slower than expected.

8. When support teams are investigating message delays.

9. When messages are queued or pending.

10. When communication is planned across several countries.

This gives teams more control over timing and internal planning.

How planned maintenance can affect delivery reports

Delivery reports show the status of a message after it has been sent.

During maintenance, delivery reports may be delayed even if messages have been delivered. This can make reports look incomplete for a short period.

For example, a team may see messages listed as pending because the status update has not yet been returned. That does not always mean the message failed.

If delivery reports are slower than expected during or after a maintenance window, teams should check whether reporting delays are listed in the maintenance update.

How planned maintenance can affect campaigns

Campaign teams should check planned maintenance before large sends.

This is especially useful when a campaign is time-sensitive, linked to a product launch, connected to a seasonal offer, or expected to drive immediate customer action.

Maintenance may affect campaign planning if it involves:

• Message delivery

• Campaign scheduling

• Campaign editing

• Platform access

• API submissions

• Delivery reporting

• Message statistics

• Operator traffic

• Customer replies

If a campaign is not urgent, it may be better to send before or after the maintenance window.

How planned maintenance can affect automated flows

Automated flows can depend on timing. A payment reminder, booking confirmation, delivery update, or chatbot message may be triggered by customer behavior or a business system event.

If maintenance affects the channel, API, platform, or reporting function used by the flow, teams may need to monitor the journey more closely.

This is relevant for:

• Welcome journeys

• Payment reminders

• Appointment reminders

• Delivery notifications

• Renewal reminders

• Abandoned basket flows

• Support chatbots

• Customer onboarding

• Service alerts

Automation should be reviewed when a maintenance window overlaps with important customer journeys.

What to do before planned maintenance

Planned maintenance is easier to manage when teams prepare early.

Before a maintenance window, teams can:

1. Check which service is affected.

2. Check whether the update applies to their country, operator, channel, or product.

3. Review the expected impact.

4. Review the start and expected end time.

5. Identify urgent and non-urgent sends.

6. Reschedule non-urgent campaigns if needed.

7. Inform support, operations, marketing, and technical teams.

8. Monitor the status page during the maintenance window.

This helps reduce confusion if message performance changes during the update.

What to do during planned maintenance

During maintenance, teams should monitor the affected service and avoid unnecessary troubleshooting if the status page already explains the expected impact.

A simple process can look like this:

1. Check the latest maintenance update.

2. Confirm whether the affected service is used by your team.

3. Monitor message sending, replies, and delivery reports.

4. Avoid changing campaign settings unless needed.

5. Inform internal teams if delays are expected.

6. Pause non-urgent communication if the impact is relevant.

7. Contact LINK Mobility support if the issue affects a specific setup.

This keeps the response practical and focused.

What to do after planned maintenance

After maintenance, teams may want to review whether communication returned to normal. This can include checking whether messages were delivered, whether delivery reports updated, whether campaigns sent correctly, and whether any customer support cases need follow-up.

After maintenance, teams can check:

• Message status

• Delivery reports

• Campaign performance

• Queued messages

• Customer replies

• Automation flow behavior

• Support tickets

• Internal incident notes

If something still looks unusual after the maintenance window has ended, teams can check the latest status update or contact support.

Planned maintenance across markets

Businesses that send messages across several countries may need to review maintenance by market. A planned update may affect one country, one operator, one channel, or one product area. Other markets may continue as normal.

For international communication, teams should pay attention to:

• Country affected

• Operator affected

• Local time zone

• Message type affected

• Expected delay

• Delivery report behavior

• Customer impact

• Campaign timing by market

This is especially useful for businesses running global or regional campaigns.