Here's the environment:
Website that hosts a forum/journal/bboard/email/socialmedia application in walled garden (ie you pay to get to use it or are invited to do so
Many Clients pay to use the site during specific chunks of time (ie they lease access to site) in order to interact with their clients. There are dozens of clients in a broad range of fields.
There is a very broad service level agreement. Meaning that it's not stated that the website can't go down for more than ten minutes but there's a gentleman's agreement that it won't. They don't pay for the 24/7 support be we give it to them because we love what we do.
Site runs in 7 different languages throughout multiple time zones.
Here's the situation:
The site goes down at 5:30EST and stays "offline" for approximately two hours due to DDOS attack. The clients reactions vary from annoyed to livid. The clients are also not very tech savvy. The clients are accustomed to 24/7 support and typically receive great support.
Here's the question:
How much to you divulge to the client about the DDOS attack? They want a reason as to why the site went down.
You are prepared to to some general hand-waving but I don't want to appear cavalier or full of BS.
What do you tell the clients?