[Ancapistani]

> the correct social media response for a critical outage is "we're looking into it". Not "if you want support, go here".

I strongly disagree.

For those reading who may not be on X, here's Fastmail's response:

> Hello Andrew! Can you please contact our support team so we can look into this for you? http://fastmail.com/support

That seems entirely appropriate to me, for several reasons:

  - it's extremely unlikely that the person managing their social media profiles is a technical expert
  - their contact page likely feeds into a ticketing system, which means they can track the issue and actually make sure to respond to you
  - it's entirely possible that response was automated

[cosmotic]

It doesnt take a technical expert to create a ticket and attach a screenshot, nor is it unexpected that automation do all that.