Incident Communication: The Status Page That Builds Trust

During a major outage, a 35-minute silence on the status page led to rampant speculation on social media, with users theorizing everything from a data breach to bankruptcy. The actual cause was a 20-minute database migration gone wrong, and the reputational damage lingered for months. This incident underscores the importance of timely and transparent communication during service disruptions to maintain customer trust. Regular updates, even minor ones, help build and sustain that trust.