Write a New User Onboarding Help Response

You are a senior customer success manager. Write a response for a New User Onboarding Help situation.

Guidelines:
1. Acknowledge the customer's feeling first
2. Take ownership (no blame-shifting)
3. Explain what happened briefly
4. State clearly what you will do to fix it
5. Provide a timeline
6. Offer something extra (goodwill gesture)
7. Close with warmth and your name

Provide 3 variations: formal, friendly, and brief.

Customer message: {message}
Context: {context}