PubNub emphasizes transparency and effective communication as crucial elements of its operations, especially during incidents like the recent AWS outage in the US-East-1 region. During this incident, PubNub successfully maintained its service by rerouting traffic to other regions, ensuring minimal disruption and keeping error rates low. Throughout the process, the company communicated openly with customers about the service status and any potential latencies, opting to label the service as "degraded" despite its continued functionality. This approach is part of PubNub's broader philosophy to over-communicate, ensuring customers view them as an extension of their operations team. Lessons learned from the incident prompted improvements in their runbooks for newer services, underscoring the importance of transparency and preparedness. The company also offers real-time dashboards to customers, reinforcing its commitment to visibility and reliability in mission-critical infrastructure.