When an IT issue takes longer than one call to resolve, the client should not have to chase for context or work out what the technical notes mean.
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What we have done so far
This should summarise the useful work already completed, including what has been checked, what has been ruled out and which providers have been contacted.
Current status
The update should state where the issue currently stands in plain English. If the next step depends on Microsoft, an internet carrier or another provider, that should be clear too.
The useful question is not whether work has happened. It is whether the client can understand what that work means for them.
What happens next
A good update finishes with the next practical action, who owns it and whether anything is needed from the client. That makes the work easier to follow and reduces unnecessary back-and-forth.
The Q10 structure
For longer-running work, Q10 uses a simple structure: what we have done so far, current status and next step. The technical detail can still exist in the ticket, but the client-facing update should make sense without it.