Support has acknowledged an outage affecting one data center, but says it won't update the public status page. Why have a status page if it doesn't show problems affecting some customers?
What's the point of a status page if it stays green during an outage?
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88keys_no_pedal
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The practical problem is all the troubleshooting a green page encourages. Customers can spend hours checking firewalls and local systems before support confirms the vendor already knows about the issue.
Even a brief notice saying one data center is affected would help people stop chasing the wrong problem and explain the disruption to their staff. It doesn't need a complete root cause before it goes up.
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Scope seems to be the sticking point here. A service can be available in general while a data center or subset of customers is having a bad day. If the page only reports widespread outages, that's a pretty poor signal for anyone trying to work out whether their own service is affected.
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There may be an SLA angle, but I wouldn't assume that's the reason without seeing the contract and how the provider measures availability. An outage affecting a customer and an outage that qualifies for an SLA credit aren't necessarily defined the same way.
Still, those are separate questions. A status page should help customers understand what's broken, not just display the incidents that count toward a contractual metric.
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A stale status page loses its usefulness pretty quickly. If support knows about an incident, publishing that fact promptly can save everyone time and build more goodwill than keeping the page looking healthy.
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unclaimed-seat-near-exit:
Showing the affected region or component would be more useful than leaving the whole service green.