I don't use Twitter but I know a lot of people who do and the blogosphere covers it pretty extensively so I know about the problems they've had over the weekend.
Today they finally made a post on the official Twitter Blog about these problems...
We're aware of this, we realize that it's annoying, and we're meeting today about how to best finish up this project and clean up any remaining bugs. Thanks to everyone who checked in with us on Satisfaction, @replies, and email over the weekend. Overall, completing this memcache project is a big win that will lead to increased stability.
The most important lesson I've learned in IT isn't a technical one it's a social one.
Always say you're sorry!
Even if you aren't sure you're at fault its better to say your sorry than to not. Do NOT under ANY CIRCUMSTANCE try to paint it as if you're suffering with your user. Saying "we realize that it's annoying" is like the plumber who flooded your kitchen making a joke about giving you an indoor pool.
Its important to remember that no one is going to "call you on it" if you don't apologize. What they will do is silently resent you and, as that resentment festers, judge you more harshly in the future. There's a reason pride is considered the worst of the seven deadly sins.
People want to be respected and people like to forgive. Ask their forgiveness and you'll almost certainly get it. They'll probably like you more for being humble. Letting foolish pride or lack of empathy create resentment between you and your user is a big mistake that can be easily avoided. Isn't it worth the two simple words?