The bullshit of outage language

Re:The bullshit of outage language by henning on Tuesday January 13, 2009 @05:32PM (#432845)

here's how a company such as yours can do better (i'm addressing a web app company in general, not 37s in particular):

* reassure users that the service was "merely" unavailable and no data was lost (i think you already do this)

* explain specifically what happened and why to the best of your knowledge (i think you already do this)

* explain specifically what you're going to do to ensure it doesn't happen again, within reason

* if the downtime is extensive, give paying users a free month or whatever of service (i think you would already do this), within reason

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Re:The bullshit of outage language by jwilliams on Tuesday January 13, 2009 @07:24PM (#432966)

I agree that explaining the reasons/remediation is a good idea.

If you pay X for a service, generally you'll have an idea of the service level and value you expect. I think most people are reasonable about this.

Customers that go off the rails (no pun intended) because of an outage in a free/inexpensive service are probably customers you don't want to have.

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