[anon987]

Yep, I think most of these post-mortems from any company are pointless from a technical perspective. It's 4 paragraphs that boils down to "someone did something wrong and we'll make sure it doesn't happen" with zero specifics.

There's no point in reading these because there's no technical information. Stuff like this is something you sent to your customer because they want root cause.

[Zikes]

I strongly disagree that these sorts of communications are pointless. In every major service outage I've seen where the company maintained a degree of silence, it's caused major damage to their public relations and consumer trust.

I know it doesn't tell you much about exactly what happened, but the truth is they may still be sorting that out and focusing on ensuring it does not happen again. An in-depth post-mortem accompanied by a description of the fix would be great. In the meantime, admitting culpability and apologizing are the ideal essential first steps.