Customers

The customers affected are the accounts using the change's services; they can be narrowed by hand, with a reason. Each account keeps its own change approvers and notice contacts on its page (accounts and their approvers).

• Approving. When a policy's stage asks the customers, each account's approvers get an email linking to the Approvals page of the support portal. Signed in, they see the change in plain words: the service, when, what they will notice, the risk and whether it can be backed out; never the internal plans or notes. To approve or reject, they ask for a code by email and enter it, so a portal session left open on a shared computer can't decide anything. By default any one approver per account is enough; Settings can ask for all of them.
• What is kept. Who decided (a contact who was an approver for the account then), when, the decision and comment, the address and browser, and the fingerprint of the version they saw. If the change is edited afterwards, it is asked again.
• Notices. When a change is scheduled, the notice contacts of the accounts affected (or their approvers, when an account has no notice contacts) get a maintenance notice with the time and what they will notice, and a reminder a day before it starts.
• Planned work shows on the portal's Your services page and on the status page, next to the service, for the next 14 days.