You can't turn system off if customer paid for it. That's the breach of contract.

If you keep customer data after payment period, you're losing money.

So scream test will cost you money.

They decided that this cost is not appropriate payment to compensate for possible reputation loss.

Whether that's a good business decision or not, time will tell.

>You can't turn system off if customer paid for it. That's the breach of contract.

It sounds like they did turn the system off for paying customers though, why would it be any worse to do a scream test a few days before they pulled the rug out?

If it's just a matter of billing cycles (does everyone's billing cycle end on the same day?) , it seems like they could've handled it better. Just give impacted users a prorated and shortened final month (or even given it out for free for goodwill)

Good customer service costs money.

It takes years to build a good reputation and minutes to destroy it.

In this case we’re talking minutes to destroy your reputation for all current and future customers. That must be considered worth it.

The comments made by the company CTO here like opposite of good crisis management.

"We did our best - we have sent 3 emails". I wonder how shitty the product was when sending few emails is their best.

The guy either sounds like a full fleged VC psychopath, or someone very unexperienced.