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>"At around 07:00 BST on Friday morning, our transaction database began to malfunction." and >"This server slowdown has never happened before" Why does this

>"At around 07:00 BST on Friday morning, our transaction database began to malfunction." and >"This server slowdown has never happened before" Why does this transparency not include meaningful details of what actually went wrong? A "database malfunction" and a "server slowdown" are technical gibberish. This is not dissimilar to the kind of crap a traditional bank says when there are problems. It reminds of hearing "The system is down" from a customer service representative. This apology is on the company's blog alongside a blog post titled "How to extract analytics data from your iOS application", complete with Swift code snippets[1]. So clearly they aren't worried about content being too technical. We are talking about a bank and your money, why would it not be OK to err on the side of being too technical? Or at the very least provide a link for the more technically inclined. [1] https://blog.revolut.com/how-to-extract-analytics-data-from-your-ios-application-ee474a31a80d https://blog.revolut.com/how-to-extract-analytics-data-from-...

viraptor 9y ago
> Why does this transparency not include meaningful details of what actually went wrong? Because the people who can provide that are busy. This is customer communication, not post mortem from engineering. They had engineers spending whole day with extra hours on Friday to resolve the issue, then there was the weekend. I expect they'll take a day or more to dissect it internally, plan follow up, start working on it, etc. Publishing the plan can come later. (If they plan to do that) What would you prefer them to do first: work on the follow up plan, or spend time writing a blog post about the follow up plan?
- bogomipz 9y ago
  >"What would you prefer them to do first: work on the follow up plan, or spend time writing a blog post about the follow up plan?" This blog post was published a whole day after the outage. Also I never questioned anything regarding the lack of follow up plan. I was questioning why technical detail wasn't more forthcoming. >"This is customer communication, not post mortem from engineering ..." The customer comms and service status were posted on their Twitter account on the 29th.
  - viraptor 9y ago
    Ok, it's part of customer comms. I still don't think expecting full post mortem right now makes sense.
reificator 9y ago
I'm sorry, our ice cream machine is broken.

viraptor 9y ago

> Why does this transparency not include meaningful details of what actually went wrong? Because the people who can provide that are busy. This is customer communication, not post mortem from engineering. They had engineers spending whole day with extra hours on Friday to resolve the issue, then there was the weekend. I expect they'll take a day or more to dissect it internally, plan follow up, start working on it, etc. Publishing the plan can come later. (If they plan to do that) What would you prefer them to do first: work on the follow up plan, or spend time writing a blog post about the follow up plan?

bogomipz 9y ago
>"What would you prefer them to do first: work on the follow up plan, or spend time writing a blog post about the follow up plan?" This blog post was published a whole day after the outage. Also I never questioned anything regarding the lack of follow up plan. I was questioning why technical detail wasn't more forthcoming. >"This is customer communication, not post mortem from engineering ..." The customer comms and service status were posted on their Twitter account on the 29th.
- viraptor 9y ago
  Ok, it's part of customer comms. I still don't think expecting full post mortem right now makes sense.

reificator 9y ago

I'm sorry, our ice cream machine is broken.