No need to blame it on anything, not necessarily you need to go into the fine details either.
You can simply make a statement that goes something like this:
"We've completed our investigation of the outage and we found that it was caused due to both technical and procedural errors in the manner in which we deploy our code and monitor the environment.
We gathered all the information we require and have made improvements based on it that would help to prevent these issues and other issues with similar causality from occurring.
While we do apologize for any inconvenience that the outage may have caused we do want to stress that because of the lessons learned from it our service would grow to be more robust and reliable in the future."
That's it, simple even if generic, having to read 3 pages of technical details isn't really helpful to anyone, if anything the more "suspicious" people might see that as an attempt to mask the real cause of the issues.
But overall when you go into specific what you also give is for people the ability to focus their frustrations and disapproval on a specific subject which is never good.
After reading this what I "feel" at first glance is that the the fault lies in the engineers that monitored the environment, so the engineers are incapable of performing their duties, now i feel like the hiring and management processes in that company are not working well if they let "unqualified" engineers in.
This is how how a minor outage now blows into a specific complaint or negative bias towards a company and you can easily avoid it by giving enough "reassuring" information but not enough for anyone to actually sink their teeth at.
Overall a generic positive statements is more likely to be accepted as well it sucks but shit melts down sometimes and sometimes people make mistake.
A a more technical statement might be accepted as "well why did you hire bob in the first place?" or "why fuck are you using this_framework_i_dont_like?".
You can simply make a statement that goes something like this:
"We've completed our investigation of the outage and we found that it was caused due to both technical and procedural errors in the manner in which we deploy our code and monitor the environment. We gathered all the information we require and have made improvements based on it that would help to prevent these issues and other issues with similar causality from occurring. While we do apologize for any inconvenience that the outage may have caused we do want to stress that because of the lessons learned from it our service would grow to be more robust and reliable in the future."
That's it, simple even if generic, having to read 3 pages of technical details isn't really helpful to anyone, if anything the more "suspicious" people might see that as an attempt to mask the real cause of the issues.
But overall when you go into specific what you also give is for people the ability to focus their frustrations and disapproval on a specific subject which is never good. After reading this what I "feel" at first glance is that the the fault lies in the engineers that monitored the environment, so the engineers are incapable of performing their duties, now i feel like the hiring and management processes in that company are not working well if they let "unqualified" engineers in. This is how how a minor outage now blows into a specific complaint or negative bias towards a company and you can easily avoid it by giving enough "reassuring" information but not enough for anyone to actually sink their teeth at.
Overall a generic positive statements is more likely to be accepted as well it sucks but shit melts down sometimes and sometimes people make mistake. A a more technical statement might be accepted as "well why did you hire bob in the first place?" or "why fuck are you using this_framework_i_dont_like?".