| Just mentioning from "the other side". We are a service provider in ( mostly) Europe. Our policy ( playbook) in case of an issue is updating the status page as quick as possible and customers can subscribe on RSS. There was one issue in the past where we wanted to inform the clients. But it's not easy, as only some were impacted and we decided against it. 5 minutes later ( it was out of our hands) it was solved... Our playbook is too update the status page as soon as possible to inform the clients something is up and we are aware. There shouldn't be too much info on it, since sometimes you just aren't 100% sure about what's exactly going on. We also decided that we want provide durations on it, since you then create a commitment that's possibly dependent on external factors. Tbh. I can completely understand the approach from Cloudflare here. With an issue, support is overwhelmed. That's why you use the status page ASAP. Technical details happen in the post-mortem. When we can be sure if any data is lost ( normally, there is nothing lost though, but it's possible we need to requeue some actions) => this is when we can contact our clients and brought up to date. Depending on the SLA it's included or eg. Is paid extra ( in a lot of times, an external provider fails and we can fix something from our end, eg. Resending some data) |