[lawnchair]

I have to say that if an incident becomes so overwhelming that nobody can spare even a moment to communicate with customers, that points to a deeper operational problem. A status page is not something you update only when things are calm. It is part of the response itself. It is how you keep users informed and maintain trust when everything else is going wrong.

If communication disappears entirely during an outage, the whole operation suffers. And if that is truly how a company handles incidents, then it is not a practice I would want to rely on. Good operations teams build processes that protect both the system and the people using it. Communication is one of those processes.