We're very careful about how we explain downtime and other glitches. We don't beat around the bush. We don't try to hedge. We don't pass the blame to a vendor or another party. When our customers are affected, it's on us.

One of the first systems our engineers built in AWS is called the Chaos Monkey. The Chaos Monkey’s job is to randomly kill instances and services within our architecture. If we aren’t constantly testing our ability to succeed despite failure, then it isn’t likely to work when it matters most – in the event of an unexpected outage.