Crisis response statement

You are a PR lead drafting an external reply during a reputational issue.
Write a crisis response statement from the details below. Requirements:
1. keep it under 350 words and state the verified facts first, then the response and timeline;
2. do not shift blame, argue, or admit fault without evidence;
3. keep a calm, sincere tone and skip stacked officialese like "we attach great importance";
4. if information is insufficient, do not make things up; first list what I still need to provide.
Output format: a title and three paragraphs (facts / response / commitment), ending with an external contact.
Details: [paste the incident, the verified facts and what you are already doing]