Critical Trello outage: poor communication, misleading uptime reporting, and loss of customer trust

[nvindice]

As a paying Trello customer using the service for critical business processes, we are extremely disappointed by the handling and communication around the current incident.

For an outage of this severity, it is unacceptable that it took so long before a meaningful description of the problem was provided. For a significant period of time, we had to assume that data may have been lost. Our employees were unable to work properly for roughly one and a half days, while the actual status and scope of the issue remained unclear.

What makes this even more frustrating is that the overall status overview continued to appear green, showing 99.97% uptime, despite severe issues across multiple core areas of the product. From a customer perspective, this is highly misleading. A service that cannot reliably display cards, comments, activity, attachments, search results, Power-Ups, or exports is not functionally “up” in any meaningful business sense.

This is not an isolated perception. Over the last few weeks, we have repeatedly experienced major disruptions that do not appear to be reflected appropriately in the reported uptime. At the same time, the official forum has contained numerous posts and questions from affected users over the last two days, many of which were answered with generic boilerplate responses rather than transparent, specific, and timely information.

We understand that incidents can happen. What we expect from a professional SaaS provider, especially one used for business-critical workflows, is clear ownership, transparent impact assessment, frequent updates, and honest communication about what is affected, what is safe, what customers should avoid doing, and when a realistic resolution can be expected.

As a paying customer, we expected significantly more professionalism, transparency, and urgency. Instead, we were left with uncertainty, unclear status reporting, and communication that did not match the severity of the situation.

This incident has seriously damaged our confidence in Trello as a platform for critical business processes. As we expand, we will now actively evaluate more reliable alternatives.