Re: > hear about ... problem ... didn't affect anyone
We have a cloud supplier who has a global presence. As Admin on services we sell on that platform I get 6 emails from them whenever an "issue threshold" is breached. For clarity I'm in the UK.
1/ There have been reports of issues with X in Shanghai/Hong Kong.
2/ We're investigating issues with x in Shanghai/Hong Kong.
3/ We have identified a probable cause and applied a fix for x in Shanghai/Hong Kong.
4/ We're monitoring x in Shanghai/Hong Kong.
5/ No further incidences of x have occurred in Shanghai/Hong Kong or anywhere else.
6/ Issue is now resolved.
Naturally, I shrug and go ho hum, but should one of our users call and say I'm trying to do x with Shanghai/Hong Kong here in the trenches I can say I know and it's being worked on. In my experience emails 1-6 rarely take more than 45 mins.
All cloud providers have outages somewhere in the services they provide. It's how you communicate that down the channel that counts.
I'm sure you've all had outages and been unable to make progress on investigating and fixing because your colleagues/customers keep ringing to tell you, you have an outage. :(