We have a number services for which the fulfillment of the service is ultimately reliant on a number of back office, or third party services.
If they all are working find then every is good. We can do some good old service design to make sure the user is able to achieve their goals without being exposed to this complexity.
Often, for one reason or another, these "back stage" services become unavailable. Perhaps for planned maintenance, maybe they are just broken and are reliant on things outside of the clients control to fix.
If not considered in our design, these exception cases present a bad experience to the user. For example, the user could get to the end of filling out a form, only to be told "sorry an error has occurred, please try again later".
We plan on implementing a number of strategies to avoid this. If we can automatically detect a back office service is not available, we can redirect the service to do something different, or maybe shift the user to another channel.
At the moment we are calling this "service disruption", however this is just a term our team have made up to talk about this type functionality.
My question is:
Is there a better name for this and is there an existing area of user experience or similar that deals with these types of problems?