Poorly written code creates exceptions. Bad deployment extends service outages. SLA violated due to extreme acts of nature. Let’s face it, bad things happen as part of life, and also because people are human and mistakes are made along the way. An analogy may be made about going to restaurant and ordering some food, the entire dinner/experience depends on a chain of events starting from freshness of ingredients, to expertise in the kitchen, to something as simple as hospitality and greetings. When something goes awry at the restaurant… someone on the staff will take ownership and assume responsibility. Often with that, comes an apology and some immediate offer of amelioration. We’ve come to expect that as part of customer service. The same analogy quickly breaks down when applied to the technology industry. Ironically, when things go badly, we tend to blame the technology.