I've had a lot of experiences lately with application downtime, from both vendors and my own applications. This has got me thinking and as best I can google there isn't really a good or standard way of managing customer communication during downtime incidents.
I've seen this handled a lot of ways from the "blame everyone but us" approach to the "we screwed up and we're sorry" approach.
So my questions are... when you screw up with an app and cause downtime:
- Do you admit fault immediately? (Should you, legally?)
- How much info do you give the customer regarding what went wrong? ("An issue" vs. "A code syntax error in one of our SQL queries")
- Do you come back with a follow-up prevention plan, or just leave it at "this has been resolved"?
- Do you provide real-time updates? How often? Via Twitter or public-facing website?
Any other best practices for this that you've found successful?