[rossjudson]

Your approach works for the incident, but not for the relationship. Transparency about the technical nature of the outage is a commitment to the client that this type of outage won't recur, and steps are being taken to ensure that. It pierces the veil of arrogance by assuming client competence. That client is actually someone who reports to someone else, and they're going to have to explain their outage to the boss. For cloud providers, this kind of transparent post-mortem is the root of a fan-out of incident analysis.