According to Kate Matsudaira of Decide.com software launch failures tend to fall into one of three categories: self-inflicted failures, environmental failures, and overloads of limited resources. Identifying the solution gets easier once you identify which kind of problem you are dealing with.

Though it can be difficult, keeping open communications about the failure with customers is critical to maintaining confidence in both your company and your product. The way you handle a post-mortem analysis internally is important, too. Personal attacks and blame are less productive than focusing on specific action items for fixing. 

Having a safety net of good monitoring, standardized logs, and contact information for all the key players gives you a chance to benefit from failure by learning for the future.