All I can say is that I feel for the Joyent sysadmins right now.
[From Ouch]
As a somewhat frustrated Strongspace customer, I dropped this comment there:
Add me to the list of people who wondered why we only found this out when backups started failing, with no notification in the RSS summary or an email (my monthly bill acknowledgments seem to get to me on a timely basis, so the mailing infrastructure exists).
I don’t want to pile on here, as I have done this kind of work in a high-volume/high-availability environment, but communication is really important, especially to non-technical people. No one likes surprises and non-technical people really hate surprises they don’t understand.
When you do your post-mortem/after-action report, make this a bullet point.
Seriously, I don’t think they get this. It wouldn’t take a tech person off the restoration to do this, and the fact that even now, there has been no update to the RSS feed or an email, for a service that has been down since the weekend, is pretty bad.