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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 "m
by henning 18y ago
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
- jwilliams 18y agoI 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.