When talking to customers (no matter whether it’s on Slack, email, or any other channel), it is very important to use proper grammar (e.g., no typos, no missed question marks) and minimal colloquial language (no “yeap”, “yah”, etc.).
At the time of a crisis (e.g., customer-reported bug), it is very important to communicate often. Even if there is no update yet, it is good to reach out to the customer and let them know that we are still working on resolving a certain issue.
Unfortunately, we are not able to help everyone in the community Slack. It is OK to politely decline questions about infrastructure management that are not directly related to the product itself.