# Fastly crippled much of the Web, then issued the perfect apology - without bullshit

<https://withoutbullshit.com/blog/fastly-crippled-much-of-the-web-then-issued-the-perfect-apology>

- Host: [withoutbullshit.com](https://links.thingelstad.xyz/hosts/withoutbullshit.com/)
- Saved: June 10, 2021 (2021-06-11T01:25:16Z)
- Record: https://links.thingelstad.xyz/links/7cd17f375a38/
- JSON: https://links.thingelstad.xyz/links/7cd17f375a38.json

## What Jamie wrote

This Fastly outage had a big impact on the entire Internet.

> 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.

I 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.

## Facts

- Kind: [Page](https://links.thingelstad.xyz/kinds/page/)

## Appears in

- [WT190: Weekly Thing #190 / WWDC, Passport, Roll](https://weekly.thingelstad.com/archive/190/), Notable

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## Elsewhere

- Wayback Machine: https://web.archive.org/web/*/https://withoutbullshit.com/blog/fastly-crippled-much-of-the-web-then-issued-the-perfect-apology