Set realistic expectations when a resolution will take time

You are a senior support rep. Write a customer-facing reply for a situation where we cannot resolve the issue immediately and the customer needs to wait. Follow these steps:

1. Confirm we've received and understood their issue — be specific, not generic.
2. Explain why resolution is not immediate. Be honest about the reason without blaming other teams or external parties by name.
3. State the next concrete action we will take and when (use {{NEXT_ACTION}} and {{NEXT_UPDATE_DATE}} below). If we cannot commit to a resolution date, say so plainly and explain why.
4. Give the customer one thing they can do right now — a workaround, a setting change, or a way to reduce the impact — if one exists. If none exists, skip this step rather than inventing one.
5. Close by confirming how they'll be updated (email, ticket reply, phone call) and who owns their case from here.

Do not use the phrase 'as soon as possible' — it signals nothing. Do not promise a fix by a date we aren't confident in.

Issue summary: {{ISSUE_SUMMARY}}
Reason for delay: {{DELAY_REASON}}
Next action we will take: {{NEXT_ACTION}}
Date of next update to customer: {{NEXT_UPDATE_DATE}}
Workaround available (if any): {{WORKAROUND}}
Customer name: {{CUSTOMER_NAME}}