there's only one option: explain, in excruciating detail, exactly what happened, why it happened, and how it's going to be fixed in the future. Why? Because the

there's only one option: explain, in excruciating detail, exactly what happened, why it happened, and how it's going to be fixed in the future. Why? Because their clients can smell bullshit better than a purebred bloodhound. Too much bullshit means it's time to move on. Okay. I feel a bit sorry for bashing heroku here, but I'll bite. If I was a heroku-customer then I'd feel, ahem, a bit washed by their idea of "excruciating detail". So their "internal messaging system" triggered a bug in their "distributed routing mesh". And they applied a "hot patch". Great. As far as I am concerned they could as well have written their flux-compensator overheated because the pixie-dust exhaust got clogged with rogue bogomips. I applaud their willingness to talk to their customers at all. But please... either explain what was going on in a meaningful way - or just leave it at "we screwed up and promise to do our best to prevent it from happening again".