Edu 2077 account config section of faqs

src/pages/docs/platform/architecture/infrastructure-operations.mdx

@@ -65,7 +65,7 @@ Behind CloudFront, a collection of Network Load Balancers (NLBs) distribute conn
 
 DNS-based routing with latency-based resolution directs clients to the nearest available region. This ensures optimal performance under normal conditions while maintaining the ability to route traffic away from problematic regions.
 
-If a region becomes unavailable, clients can connect to alternative regions through fallback mechanisms built into Ably's client libraries. This ensures service continuity even during regional outages.
+If a region becomes unavailable, clients can connect to alternative regions through fallback mechanisms built into Ably's SDKs. This ensures service continuity even during regional outages.
 
 ## Configuration management
 
@@ -155,7 +155,7 @@ When alerts are triggered, they are processed through an alert management system
 
 Critical alerts automatically page an on-call engineer, triggering immediate investigation regardless of time of day. Less urgent issues may be queued for normal business hours, allowing the team to focus emergency response on true service-impacting issues.
 
-Ably operates a public status page, enabling customers to subscribe directly to notifications relating to incidents or disruption.
+Ably operates a public [status page](https://status.ably.com/), enabling customers to subscribe directly to notifications relating to incidents or disruption.
 
 ## Operational management
 
@@ -181,6 +181,31 @@ For managing larger incidents, Ably maintains a defined incident management fram
 
 These practices ensure that on-call engineers can respond efficiently to incidents with the information and support they need, reducing the stress of on-call duties while improving response effectiveness.
 
+## Service status and incident communication
+
+Understanding how Ably communicates service status helps explain why you might experience disruption that isn't reflected on the [status page](https://status.ably.com/).
+
+### Why status pages don't always reflect your experience
+
+Service disruption is rarely binary, systems are seldom completely "up" or "down." Instead, disruption typically manifests as:
+
+* Higher than normal error rates for specific operations.
+* Increased latencies in particular regions.
+* Failures affecting specific channels or features.
+* Issues impacting certain accounts or applications.
+
+The [status page](https://status.ably.com/) reflects general service availability. When disruption is localized to specific regions, accounts, or operations, the service remains generally available even though some customers experience significant impact.
+
+### Regional vs. global disruption
+
+Internet-scale operations inevitably experience regional issues, whether from Ably's infrastructure or dependencies like AWS. Ably's multi-region architecture is designed to handle these scenarios:
+
+* SDKs automatically attempt connections to different regions when errors occur.
+* Traffic can be explicitly routed away from failing regions to minimize impact.
+* Regional issues are typically not indicated as service unavailability unless Ably continues routing traffic to the failing region.
+
+This approach ensures service continuity for most customers during regional disruptions, but may create a disconnect between the [status page](https://status.ably.com/) and individual customer experience.
+
 ## Fault tolerance and service continuity
 
 The Ably platform is designed to be fault tolerant across a wide range of potential failure conditions, from individual component failures to regional outages.