First off, thank you all for your work today. I’m sure it was a tense and difficult day. I appreciate all you do at Netlify, so please take my note here in the spirit of constructive criticism. We all know outages happen, but information makes a critical difference.
Today’s outage of sites was reported a ten minutes after I got my first alert from my monitoring service, and a full nine minutes after my first client wrote to find out what was going on. During that time I refreshed the status page and waited for tweets, but I had nothing to tell my clients. I don’t know if there’s any sort of standard; perhaps I’m expecting too much. But I can say it was a lonely time.
Those of us who build sites for clients work with non-technical people who are responsible for their organization’s website. Each and everyone of them feel as though their site is mission critical and they want to know what’s going on.I realize that you may not have much more information than what you publish, but more details and more frequency of updates would be a welcome change.
The coincidence of today’s outage following so quickly after last week’s build issue made some of our clients very nervous. This reflects poorly on our judgement, even though we have hard data on the exceptional uptime our sites’ experience.
But, essentially, we have to tell the story of what’s happening to our clients so they feel assured. If we have nothing to say, it can become an agonizing time, but if we are empowered with knowledge our clients feel confident.