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outages

what you do when your company is constantly having outages

What do you do when your Company is constantly having Outages?

Customer Experience, Operations

What do you do when your Company is constantly having Outages? Read More »

Support lead with a headset working at her laptop before sunrise, a cloud hanging over the dark city outside

When the Cloud Breaks Your Customer SLA: Lessons from the October 2025 AWS Outage

Operations, SLA

When the Cloud Breaks Your Customer SLA: Lessons from the October 2025 AWS Outage Read More »

Incident manager at a central podium passing a glowing line of communication between engineers and waiting customers

The Incident Manager’s Real Job Is Communication

ITIL, Operations

The Incident Manager’s Real Job Is Communication Read More »

Support manager on a phone call in a busy office with a cracked cloud icon on the wall screen

When a Supplier Fails: Escalating Past the Manager

Operations

When a Supplier Fails: Escalating Past the Manager Read More »

Support agent in a headset kneeling by an office cabinet, lifting out an archive box to check what is inside

Backup Restore Test: The KPI Ma.gnolia Didn’t Have

KPI, Operations

Backup Restore Test: The KPI Ma.gnolia Didn’t Have Read More »

Person drafting an outage message at a desk beside a clock, with an empty browser window showing a warning

What Google’s Gmail Outage Apology Got Right (and Missed)

Customer Experience

What Google’s Gmail Outage Apology Got Right (and Missed) Read More »

Support agent with a headset at her desk looking at a phone as a burst of notification bubbles pops up

Customer-Reported Outages: What the Hudson Landing Photo Teaches Support Teams

Customer Experience, Operations

Customer-Reported Outages: What the Hudson Landing Photo Teaches Support Teams Read More »

Support agent pressing a red alarm button while colleagues turn to look

Escalation Triggers: The First Twenty Minutes of an Incident

Operations

Escalation Triggers: The First Twenty Minutes of an Incident Read More »

Unhappy customer holding a small voucher while a support agent apologises beside a laptop showing a server warning

An SLA Credit Is Not a Remedy: Lessons from Amazon S3

Operations, SLA

An SLA Credit Is Not a Remedy: Lessons from Amazon S3 Read More »

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