what claims you made when you sold it to the customer
Very important this one.
I think it also heavily depends on whether the mobile app and the server side are complinentary, inter-dependent, or redundant.
For example if your web service was a way of managing say, your stamp collection and your app was just a way to browse it offline; that would be a lot worse than if your app was a standalone game, and the server side was just a way for people to list their high scores in public.
But, obviously some people are going to be mad anyway, since they had some expectations that you will no longer be meeting.
If you want to ensure better degradation, you could upgrade your app to be more usable without the server. Drawing on your stamp example, you might add client-side stamp storage and backup features. If the server goes offline, then you could even continue selling your app that way. I would not implement those features too early, though, since obviously you don't want to cannibalize the rest of your service.
Very important this one.
I think it also heavily depends on whether the mobile app and the server side are complinentary, inter-dependent, or redundant.
For example if your web service was a way of managing say, your stamp collection and your app was just a way to browse it offline; that would be a lot worse than if your app was a standalone game, and the server side was just a way for people to list their high scores in public.
But, obviously some people are going to be mad anyway, since they had some expectations that you will no longer be meeting.