Honestly, often times the issue is so technical that trying to communicate what happened would be at great risk of misrepresenting the issue!
For this particular issue, swapping server blades was required, which is the reason it took a bit longer than we would have liked. At first, it seemed like a simple reboot would solve the problem. When that didn't help, we had to call in a larger team to take a look. Anyone that knows about server engineering knows that doing an entire blade swap is not something you want to do before you've ruled out the simpler options! So once we did that, the ops guys swapped the blades and all was well.
