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  1. #1

    Crystaltech's Inadequate responses

    So a little while ago, I posted a note inquiring about the state of other sites using Crystaltech. I still don't know what the hell happened, but here's the party line, copied and pasted from my email (in reverse chronological order, sorry):

    Does anyone actually know what happened?


    Hello,

    The maintenance performed was a router modification. There is not much more I can tell you due to security concerns.

    Thanks,
    Tim Stevenson
    CrystalTech Web Hosting, Inc.
    Toll Free: 1-877-323-4678
    Phone: 602-263-0300 Opt. 2
    Fax: 602-263-0600
    URL: www.crystaltech.com
    **** Please include all previous communications ****


    --------------------------------------------------------------------------------
    From: "David Kanter" <[email protected]>
    Sent: Mon, 24 Oct 2005 23:25:25 -0700
    To: <[email protected]>
    Subject: RE: [28F-0AED8E9C-8C62] Downtime?

    Hi Tim,

    If it was a planned outage, then you should have notified customers
    ahead of time, and you could have at least kept your *own* website up.

    Could you elaborate exactly what sort of 'maintenance' this was?

    DK

    -----Original Message-----
    From: [email protected] [mailto[email protected]]
    Sent: Monday, October 24, 2005 7:46 AM
    To: [email protected]
    Subject: [28F-0AED8E9C-8C62] Downtime?


    David,

    There was maintenance done on the Crystaltech network . We did this
    maintenance off peak hours so that minimal customers would have been
    affected. The task was completed successfully, and should there for
    improve the reliability of our network.

    I apologize that you were effected in this maintenance, and that you
    were unable to reach Crystaltech and your website.


    Timothy Hildebrand
    Support Technician
    Crystaltech Web Hosting, Inc.
    Phone:602.263.0300
    Fax:602.263.0600
    [email protected]
    www.crystaltech.com <http://www.crystaltech.com/>


    _____

    From: "David Kanter" <[email protected]>
    Sent: Mon, 24 Oct 2005 03:01:37 -0700
    To: <[email protected]>
    Subject: RE: [28F-0AED8E9C-8C62] Downtime?

    Hi Aaron,

    Have you guys deciphered the cause yet?

    DK

    -----Original Message-----
    From: [email protected] [mailto[email protected]]
    Sent: Sunday, October 23, 2005 12:07 AM
    To: [email protected]
    Subject: [28F-0AED8E9C-8C62] Downtime?


    David,

    We do appologize for the outage. An email will soon be sent out
    explaining the issue.


    Thank you,
    Aaron Drake
    CrystalTech Web Hosting, Inc.
    Toll Free: 1-877-323-4678
    Phone: 602-263-0300
    Fax: 602-263-0600
    URL: www.CrystalTech.com <http://www.crystaltech.com/>

    **** Please include all previous communications ****


    _____

    From: "David Kanter" <[email protected]>
    Sent: Sat, 22 Oct 2005 23:58:20 -0700
    To: <[email protected]>
    Subject: Downtime?

    What just happened? Every Crystaltech website, including your own just
    went down.

    This is incredibly frustrating; I feel like outtages at CT are much much
    too common, even if it is shared hosting.

    I would like to know why CT went down, and I'm hoping that you have
    taken steps to insure it doesn't happen in the future.

    DK

  2. #2
    Did you ever get a response on this issue? This is almost a year old?
    www.Crystaltech.com 24/7/365 support
    One of the largest Windows Web host in the world. Reliable service since 1997

  3. #3
    Quote Originally Posted by Philhost
    Did you ever get a response on this issue? This is almost a year old?
    Where do you see it saying 2004?

  4. #4
    Sorry, I misread. It seems though we had a pretty open line of communication with you even over the weekend. I will check into this for you right now and get you an answer back immediatlly to your email address.
    www.Crystaltech.com 24/7/365 support
    One of the largest Windows Web host in the world. Reliable service since 1997

  5. #5

    Got a good response

    Hey, I just called up the folks at CT and they gave me a great and satisfactory explanation. I also made some suggestions, which hopefully they take.

    The main issue is that I'd prefer to see pro-active communication. If there's an outtage, let your customers know; they will forgive you if you explain everything. What customers don't forgive is not letting them know what went wrong.

    Also, thanks to the CT customer support guys!

    DK

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