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Hot Take: Don'T provide incident resolution estimates

Providing incident resolution times to customers is an unneeded stress for responders with very little gain. By Robert Ross on 9/24/2024 During an incident, your customers want information as soon as possible.

The entire platform simultaneously realizes this train is not for us, and the moans are enough to make Bedford Avenue shake like a 5.5 on the Richter scale. When software does break, a best practice is for the service to notify users of incidents that impact them with a status page update, email notifications, or direct communication via an account owner (like a customer success manager). When five minutes became 20, the backup bike ride wasn't an alternative for me and I was stuck feeling resentful of my wasted time.

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