[ismayilzadan]

You are totally right, catastrophes happen and I also wish that they get past this with as little stress as possible. The whole reason of my assumption was the lack of description in their updates for the incident that is going on for 6 hours. Maybe little more detail would give me a hint that everything is under control, but I didn't feel that when I read their updates.

[plumefar]

When facing such large scale issues, communicating properly is very hard: Several teams might be investigating several possible root causes in parallel, and you might change your mind over time as to what is the most probable root cause.

So you might end up communicating something ("we think it comes from X, we're fixing it that way"), just to find yourself changing you mind a few minutes later.

Changing your message is usually not well perceived, even though that's actually normal during an investigation.

I would not like to be in charge of the communication. Finding the balance between saying too much or too little is tricky.

[a1445c8b]

It’s probably just because they had the choice of either focusing all their energy on fixing the problem asap or setting aside some of it to write a more detailed description that’s also fit for public consumption. Given the severity, they probably chose the former since whatever descriptive, reassuring description they put out there isn’t going to be actionable anyway.

[z00b]

Hi folks. As the CircleCI CTO, I appreciate your patience here and all the feedback. It's true that we are focused on getting customers moving again over sharing more detailed information, but will aim to do better in providing a bit more in our updates. status.circleci.com provides real time updates for both how we're tackling outages and more detailed incident reports. We will post more information there about this incident once we are on the other side and have comprehensive detail.