Here's my take: 1. Acknowledge the issue: Inform users through social media, in-app notifications, and email. 2. Apologize and reassure: Explain the cause and assure users that a fix is being worked on. 3. Provide workaround (if possible): Offer temporary solutions to mitigate the impact.

Been there. It is difficult situation and level head is needed. 1. Communicate and Communicate: Update stake holders and customers, tell them when can they expect a resolution. Communicate frequently at an appropriate frequency usually 2-3 hours till fix is done. 2. Analysis and Strategize Solution: Get your best on it. What is the problem, is there a immediate work around for example software configuration, scaling, revert etc.? Reverting back should be last option. 3. Long Term Solution: Find out root cause; address root cause. Make your software reliable and resilient. 4. Lesson Learnt and Thank you: Do a retrospective. Learn the lesson. Even if it is somebody's mistake, the team rallied around the challenge, we need to thank them.

1. Revert to the previous version ASAP if possible. 2. Send a notice (email or text) to the users, explaing the issue and requesting not to panic. 3. Highlight the issue in the description on the app page at the playstore/appstore. 4. Many users (especially paid ones) may tend to reach out to the support. There too highlight the issue and resolution time. (E.g. auto email if someone writes to support email.

It all turns around Change Management (CM) effectiveness and best practices. Below are my 2 cents: - Software or hardware updates are inevitable in Mobile networks. - It all starts from design: Are you resilient enough? Are fallback scenarios available and tested? Are service recovery procedures available and tested? Are the right experts, knowledge base, and escalation paths available and handy? If answer to all these questions is YES, then you are less likely to go through service impacting issues. - CM must be an organizational embedded culture / discipline. - Yet, remains remote possibility of error (majorly due to human judgmental errors) that can cause unplanned outages. - Most important in such situation is efficient communication.