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End-of-life product messaging and sunset communication framework for clear, empathetic EOL announcements that preserve customer trust. Use when sunsetting a product, feature, service, API version, or pricing tier.
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| name | eol-communication |
| description | End-of-life product messaging and sunset communication framework for clear, empathetic EOL announcements that preserve customer trust. Use when sunsetting a product, feature, service, API version, or pricing tier. |
| license | MIT + Commons Clause |
| metadata | {"version":"1.0.1","author":"borghei","category":"project-management","domain":"pm-execution","updated":"2026-06-15T00:00:00.000Z","tech-stack":"eol, product-lifecycle, change-communication"} |
Create clear, empathetic End-of-Life (EOL) communications that preserve customer trust and facilitate smooth transitions. Sunsetting a product is a high-stakes communication challenge -- done poorly, it damages brand trust and accelerates churn across your entire portfolio. Done well, it strengthens customer relationships and drives migration to replacement solutions.
The work runs in four phases: (1) Pre-announcement planning (what, why, who, when, what support, what risks), (2) Craft the message (transition narrative, customer impact, transition solution, timeline, one CTA), (3) Segment and distribute (different message and channel per segment), (4) Support and monitor (support FAQ, migration tracking, churn watch). See the playbook reference for the full framework, templates, and timeline guidance.
In Scope: EOL message creation, timeline planning, segment-specific messaging, internal FAQ preparation, migration monitoring framework, customer objection handling, support team preparation.
Out of Scope: Replacement product development, data migration tooling implementation, legal contract review, refund processing, technical infrastructure decommissioning.
Important Caveats: EOL communication is only as good as the transition path behind it. If the replacement product isn't ready or the migration path is broken, the best-written message won't prevent customer frustration. Ensure migration tooling is tested before announcing.
| Integration | Direction | What Flows |
|---|---|---|
create-prd/ | Complements | Replacement product PRD informs EOL transition narrative |
release-notes/ | Feeds into | Final product updates communicated alongside EOL timeline |
summarize-meeting/ | Receives from | EOL decision meeting notes inform communication content |
senior-pm/ | Receives from | Stakeholder map identifies high-risk accounts for personal outreach |
daci-framework/ | Complements | DACI chart clarifies who Drives the EOL decision and communication |
