[tompic823]

I haven't gone as far as emailing support, but my single tweet asking if there would be a postmortem after a previous incident did not receive a reply. My other tweets to them, such as inquiring about a recent increase in spam, received replies.

I've admittedly put in very little effort to obtain postmortems from Fastmail. But I also posit that I shouldn't have to. Postmortems should be made readily accessible, just as the outage was. I reserve my detective skills for figuring out my own service's outages.

[floatingatoll]

I don't use Twitter and I don't read their blog, so if I wanted to see their post-mortems, I would have just asked their paid support no matter whether they've made one readily accessible or not.

It seems like your primary goal is to call them out, rather than to get an explanation, and so I don't really have any advice to offer in that regard.

[zenexer]

Post mortems should be published and easily accessible via status pages.[0] Otherwise, what’s the point? The parent wasn’t asking for advice; they were complaining that no post mortem was published via the expected channels. I agree with the parent: they shouldn’t have to contact support to get that information. If I’m paying for a service, generally, I want transparency without needing to hunt down info.

These priorities and expectations aren’t universal, but they’re common enough and perfectly reasonable.

[0]: https://www.fastmailstatus.com/