4 ms·

These look like "canned" responses - one of the terror inducing parts of managing an emergency response is, in the middle of everything, choosing the right set

These look like "canned" responses - one of the terror inducing parts of managing an emergency response is, in the middle of everything, choosing the right set of words to use when telling loads of really worried people - and it is dry easy to put it off and that lack of communication makes things bad this smells like a tickbox on an incident response webform - the responder is just clicking "we have identified", "production database" (or network issue or ...) and the response handler does the rest would love to hear more

icebraining 7y ago
One of the features of status.io is "Create reusable templates to streamline your incident and maintenance updates": https://kb.status.io/planned-maintenance/status-update-templates/ https://kb.status.io/planned-maintenance/status-update-templ...
- WrtCdEvrydy 7y ago
  Yeah, we have our 'Shit's on fire' one.... generates a message like 'We have some unscheduled maintenance of databases to improve your customer experience'.
  - 9nGQluzmnq3M 7y ago
    That's borderline insulting. When a service is down, it does not "improve customer experience".
    - dghughes 7y ago
      Maybe it was intermittent or very slow before taking it down to fix the issue.
    - dimino 7y ago
      Bringing the database back up with a fix does improve your customer experience, however!
    - WrtCdEvrydy 7y ago
      It's triggered during times when database response time increases beyond 1 second per query.
jaas 7y ago
You can read more here: https://community.letsencrypt.org/t/2019-11-17-autoincrement-maxed-out/106563 https://community.letsencrypt.org/t/2019-11-17-autoincrement... Once a post-mortem is done there will be more information. Status.io is where we post status information, not long-form explanations. The responses aren't canned the way I think you mean it, they're just meant to tell you status information quickly and clearly - is it up, is it down, what services are affected, how long until they're back up... Once we have a fairly complete picture of what happened to communicate, we communicate that on our community site.
GuyPostington 7y ago
I can assure you this was not a tick box operation.

icebraining 7y ago

One of the features of status.io is "Create reusable templates to streamline your incident and maintenance updates": https://kb.status.io/planned-maintenance/status-update-templates/ https://kb.status.io/planned-maintenance/status-update-templ...

WrtCdEvrydy 7y ago
Yeah, we have our 'Shit's on fire' one.... generates a message like 'We have some unscheduled maintenance of databases to improve your customer experience'.
- 9nGQluzmnq3M 7y ago
  That's borderline insulting. When a service is down, it does not "improve customer experience".
  - dghughes 7y ago
    Maybe it was intermittent or very slow before taking it down to fix the issue.
  - dimino 7y ago
    Bringing the database back up with a fix does improve your customer experience, however!
  - WrtCdEvrydy 7y ago
    It's triggered during times when database response time increases beyond 1 second per query.

jaas 7y ago

You can read more here: https://community.letsencrypt.org/t/2019-11-17-autoincrement-maxed-out/106563 https://community.letsencrypt.org/t/2019-11-17-autoincrement... Once a post-mortem is done there will be more information. Status.io is where we post status information, not long-form explanations. The responses aren't canned the way I think you mean it, they're just meant to tell you status information quickly and clearly - is it up, is it down, what services are affected, how long until they're back up... Once we have a fairly complete picture of what happened to communicate, we communicate that on our community site.

GuyPostington 7y ago

I can assure you this was not a tick box operation.