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I see a certain dichotomy when it comes to the times when things go wrong: from an provider's point of view, downtime is an inconvenience because they now have
by leohorie 18y ago
I see a certain dichotomy when it comes to the times when things go wrong: from an provider's point of view, downtime is an inconvenience because they now have to deal with an angry client, but from a client perspective, it looks more like the provider is irresponsible and incompetent, than a mere inconvenience (especially when there's money or job security on the line for the client party).
Then again, I think being cold and going for the "we apologize for any inconvenience" line can have some advantages over being personal - it implies you are more objective and reliable.
- lnguyen 18y agoIf you're dealing with a system outage affecting hundreds or thousands of users, it's probably impossible to say anything else but generics ("inconvenience", "issues", etc.). Just say what went wrong, how you're dealing with it now and in the future, and what you're doing to make it up to everyone that was (potentially) affected. If someone writes back with a specific incident caused by the outage, you can address it directly then.