I’m glad I wasn’t near a computer on Monday and Tuesday since it looks like I wouldn’t have been able to read my precious RSS feeds in FeedDemon. Whilst an outage isn’t a good thing, I like the way NewsGator has handled it.
Greg Reinacker, CTO of NewsGator, held his hands up and said it was a problem at their end but also went to the trouble of explaining what happened. They’re still investigating the full cause of the outage, but its great to know what’s going on. Its that level of honesty that helps to create loyal customers.
We have the same policy at work. If there is a problem with our software, we’re up front about it and tell our users as soon as possible. Even if we can’t fix it straight away, we give them a heads up to say we’re looking into it and will keep them informed of progress.