The status page incorrectly lists this as a “degradation” where there’s forum full of reports that it was at least a partial outage.
An outage is a painful thing to experience. Please at least acknowledge it.
Saying “degradation” when there’s clear evidence of an outage causes us to do the following:
- site is down, check status page
- see “degradation” not outage. OK, we need to investigate this
- run un-necessary troubleshooting with ping-tests, DNS, etc.
- search on the forums in case we can’t trust the status page, finally see other reports - OK I guess I can stop troubleshooting now
- decide whether we need to individually report this (as you’re claiming you’re unaware that there is or was an outage)
- feel frustrated that you won’t even acknowledge this
I guarantee that the overall impact of not communicating the true event (causing customers unnececssary work on top of the downtime) leads to WAY more frustration and a severe loss of trust