Like a single sim under heavy content and scripts load, the overall grid appears to be laboring when also under the recent heavy load - say at 9,000 - 10,000 concurrency. Intuitively, I see that relationship. During the day (U.S. time zones) SL zips along relatively nicely. Yeah, that Time Dilation bug and its periodic burps are still with us. But, come the night and the huge increases in the inworld concurrency, everything really bogs down. We saw that, again, last night.
To simply say "Houston, we have a problem"...... is not very informative or comforting to the customer. The underlying message is, "we don't have a clue, but we are scrambling to find out what is going on." I assume that is not the case (hopefully). What exactly are these major issues that require total grid shutdown during peak usage periods such as last night while " we examine some problems"? I think the majority of SL residents are relatively technical and computer literate to handle the truth simply by virtue of their presence in SL.
Or, are we to be continually treated with the condenscension (albeit perhaps paternal in this case) exhibited by Col. Nathan R. Jessep when addressing Lt. Daniel Kaffee?
P.S.
It is easy to share your "fun ideas" and perceived successes with the boss and your customers. The hardest thing to do is share your problems and and failures - especially with those same superiors and customers. However, you might be surprised at how forgiving and supportive your customers can be when told what exactly those problems are. Maybe, just maybe, you might also get some new ideas and/or inputs that could help in solving those problems.
I will, ahem, leave it to your judgement regarding how much bad news and details you choose to share with the boss.