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Tag Archives: downtime

99.9% reliable isn’t very good

99.9% uptime means your service or website can go down once every 1,000 minutes. That’s every 16.67 hours — more than once per day. 99.99% is a failure every 167 hours — once a week. The real lesson: Don’t be fooled by statistics. Seemingly good numbers may be be hiding trouble.

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I’m more likely to forgive the error if you let me know what’s going on

Intuit gives us a great example of good customer service during a bad moment. They have a simple form that lets people request an update when their service comes back online — so they don’t need to keep checking back in frustration. What simple thing can you do to relieve a moment of tension?

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