Founder's Journey - How to ...
Founder's Journey - How to handle major outages & service interruptions
How to handle major outages & service interruptions
3 years ago
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A month ago we were knee deep in server issues that caused sporadic data issues, outages and performance problems for nearly every customer over the course of a full week. It was intensely frustrating for our team not only because it was a really hard problem to get to the bottom of, but more importantly, because it meant our customers weren’t getting the service they deserved. Handling these types of issues can be touchy, especially when the issues aren’t necessarily affecting every customer. Do you show a notice to all customers, even if only a random 50% are having issues? Do you share everything that’s happening? Or only when there’s significant progress? What should the tone be? Should offer refunds? Obviously there are a multitude of variables that might come into play, here’s how we generally handle outage and server interruptions and how we like to communicate to our customers during those times.
3 years ago