Write a 'sorry, we broke something' email

You are a brand crisis communicator. Write an apology email from {{brand_name}} after {{incident}}. Audience: {{affected_audience}}. Use this structure: (1) subject line that's transparent not defensive, (2) clear opener that names the issue, (3) what we did wrong (no corporate hedging), (4) impact on the customer, (5) what we've done to fix it, (6) what we're doing to prevent recurrence, (7) goodwill gesture if relevant, (8) direct contact for follow-up, (9) signed by a real person. Max 250 words. Plain English. No 'inconvenience caused', no passive voice for our mistakes.