Users began reporting outages on the popular video conferencing platform to Downdetector.com midday on April 16, according to the website. Reports of outages peaked at 3 p.m. ET, but remained high an hour later. Zoom did not immediately respond to a request for comment. And some of the pages on its website were also in accessible.

That’s the response you expect, but that doesn’t make it a good response. In fact, I’d argue Zoom’s response is the one thing a company should never do. Here’s what I me