Not a great summary from my perspective. Here's what I got out of it:
- Their free tier support depended on noticing message board activity and they didn't.
- Those experiencing outages were seeing the result of deploying in a non-HA configuration. Opinions differ as to whether they were properly aware that they were in that state.
- They had an unusually long outage for one particular server.
- Those points combined resulted in many people experiencing an unexplained prolonged outage.
- Their dashboard shows only regional and service outages, not individual servers being down. People did not realize this and so assumed it was a lie.
- Some silliness with Discourse tags caused people to think they were trying to hide the problems.
In short, bad luck, some bad procedures from a customer management POV, possibly some bad documentation resulted in a lot of smoke but not a lot of fire.
- Their free tier support depended on noticing message board activity and they didn't.
- Those experiencing outages were seeing the result of deploying in a non-HA configuration. Opinions differ as to whether they were properly aware that they were in that state.
- They had an unusually long outage for one particular server.
- Those points combined resulted in many people experiencing an unexplained prolonged outage.
- Their dashboard shows only regional and service outages, not individual servers being down. People did not realize this and so assumed it was a lie.
- Some silliness with Discourse tags caused people to think they were trying to hide the problems.
In short, bad luck, some bad procedures from a customer management POV, possibly some bad documentation resulted in a lot of smoke but not a lot of fire.