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  "note": "This Fastly outage had a big impact on the entire Internet.\n\n> You can’t control when and how problems with your company affect customers. What you can control is what you do when there is a problem. Communication with customers should be fast, clear, contrite, and not overly defensive. Fastly’s blog post is practically a template for how to do it right.\n\nI agree completely. I've had to write my fair share of Incident Reports and the basic structure here is what I have found the best. Be clear. Be completely transparent -- even when that is really hard. Always have a timeline. And explain what actions you are going to be taking as a result of the incident.",
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