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Very little in the way of updates, extended downtime without immediately addressing the concerns of the user community, and no clearly communicated ETA until almost 2 hours after the downtime began. It's clear to me that Blizzard's third shift isn't up to the challenge of dealing with this situation effectively and there appears to be no defined process for dealing with a total hardware failure like this. They should have backup servers available to quickly switch users to while they diagnose the issues on their production environment, redundant network hardware to handle the peak demand, and enough people on hand to deal with whatever is thrown at them. Go-live is hard but you should always have a "plan B" to keep your end users affected as little as possible and to reduce your downtime to only those windows that have been properly communicated to the users ahead of time.
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