While the author is perhaps overly critical of the response of AWS to this issue, he has a point. When your business is suffering from an issue related to your provider and your customers are calling every 10 minutes to ask when you are going to fix it, you need your service provider to give you as much timely information as possible so you can relay it to your customers. The best thing they could have done would have been to provide gratuitous, empty information, every half hour. Even just saying "we're still working on it folks but no new information" will keep people calm and provide needed feedback for concerned individuals.
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While the author is perhaps overly critical of the response of AWS to this issue, he has a point. When your business is suffering from an issue related to your provider and your customers are calling every 10 minutes to ask when you are going to fix it, you need your service provider to give you as much timely information as possible so you can relay it to your customers. The best thing they could have done would have been to provide gratuitous, empty information, every half hour. Even just saying "we're still working on it folks but no new information" will keep people calm and provide needed feedback for concerned individuals.