Personally I think this one is over the top. Much prefer a more clinical version of these:
- technical explanation of the timeline & events
- what we're doing to make sure this doesn't happen again
- how we're compensating customers who were affected
- brief mea culpa/ personal apology (proportional to degree of inconvenience!!)
Keep the first three language-neutral and easy to read, and reserve emotional stuff to the end. People know you had a bad day, and how you went about resolving the issue will convey the effort you've put in.
Balsamiq will have other outages in the future, it's the reality of IT. What sort of pictures will they need for when the next outage is 3 days??
- technical explanation of the timeline & events
- what we're doing to make sure this doesn't happen again
- how we're compensating customers who were affected
- brief mea culpa/ personal apology (proportional to degree of inconvenience!!)
Keep the first three language-neutral and easy to read, and reserve emotional stuff to the end. People know you had a bad day, and how you went about resolving the issue will convey the effort you've put in.
Balsamiq will have other outages in the future, it's the reality of IT. What sort of pictures will they need for when the next outage is 3 days??