Dear Zen
As a long admirer and user of Zen's services I think it time you reviewed your service alerts process.
The problems of last weekend were anticipated and it would be much better if we could put a message on our websites to alert our users or email our sites' members in anticipation of a major outage. That would mean that you send an email to us to alert us of upcoming problems, before they happen, and not leave it to us to find that we have a problem and then to come scurrying to the support page to try to understand the not very friendly alerts notices.
I am sure with the technical skills at your disposal that you can move to a more pro-active approach and allow your customers to keep their customers better informed.
As it is, a new webservice I have introduced and which receives most interest at weekends was out for a considerably long period of time and there was no way we could pre-advise our users. Nor was there a friendly notice put up to apologise for the outage.
I look forward to an improvement in this part of what is normally a very good service from your company.
David Ryedale