More neutral might be individual escalation behind the scenes.
Agreed, and this happened. For transparency, I went ahead and posted a comment here. It would be unfair to not respond publicly to the immediate concerns. This happens on all channels when necessary - Hacker News, community forums or social media - outside of the regular support channels, and will need a response to users.
And lastly, positive one would be an explanation of what went wrong and what steps are taken to prevent it from happening again. (Or writing a defense from your view, which is fair game since the "accuser" went public already.)
In this case, I forwarded the message internally, and asked to escalate, which already was put into action. I do not have updates on what caused the problems, but can follow up tomorrow if it is safe to share, and does not contain confidential customer data.
Comments
Negative feedback is good feedback imho. It helps to understand what went wrong, what to improve, and which actions should be taken.
https://about.gitlab.com/handbook/marketing/community-relati... has more insights.
Agreed, and this happened. For transparency, I went ahead and posted a comment here. It would be unfair to not respond publicly to the immediate concerns. This happens on all channels when necessary - Hacker News, community forums or social media - outside of the regular support channels, and will need a response to users.
In this case, I forwarded the message internally, and asked to escalate, which already was put into action. I do not have updates on what caused the problems, but can follow up tomorrow if it is safe to share, and does not contain confidential customer data.