> the correct social media response for a critical outage is "we're looking into it". Not "if you want support, go here". I strongly disagree. For those readi

> the correct social media response for a critical outage is "we're looking into it". Not "if you want support, go here". I strongly disagree. For those reading who may not be on X, here's Fastmail's response: > Hello Andrew! Can you please contact our support team so we can look into this for you? http://fastmail.com/support http://fastmail.com/support That seems entirely appropriate to me, for several reasons: - it's extremely unlikely that the person managing their social media profiles is a technical expert - their contact page likely feeds into a ticketing system, which means they can track the issue and actually make sure to respond to you - it's entirely possible that response was automated