I agree they should definitely host their support forums at an outside location if not their full website --- this is what I do with my own hosting setup too... my website is hosted at a different location than any of my client accounts so that if something happens they can always visit the site or contact via email. Saves a lot of hassle and of course their phone wouldn't be so tied up either, because we would know what's happening because an update like wynamjmij posted would be visible during the situation.
Or at least... visit WHT and post there
But of course they were probably busy trying to find out what was happening and sorting that out --- but if one person could be assigned to get an update out that would be helpful for sure.
Even a voicemessage on some seperate number specially for network status messages or something... wouldn't be so bad.
We should probably post in their forums the suggestion since we're all clients ... if we all post in favor of this maybe they will listen because although this hasn't happened in a while.... it's not the first time and I'm sure there will be others from time to time... just can't be avoided sometimes.
There was an emergency service outage by GT that RackForce did not have control over. Service is now being restored, but if you are still having connectivity issues please let us know and we will look into the issue further. We sincerily apologize for the inconvenience this has caused.
Emergency service was performed on fiber in our region causing a major outage that included both of our backbone providers. This outage was not caused by RackForce nor was it within our control to prevent.
We sincerely apologize for the late notice on this event. Full service appears to have been restored to our area. If you are still experiencing any loss of connectivity please open a support ticket.
RackForce appreciates your patience and understanding.
I just want to clarify a few details.
The phone system outage appears to have been caused by the same issue. Our phone service provider also went down.
We now know that the cut and splice was almost exactly 5 hours in duration, not the 12 hours posted.
We have also determined where the obvious problem with redundancy lies, and are working with our providers to address this issue. We have expressed our shock and outrage to them that this problem caused an overall outage. We will be taking drastic steps in a very short term to eliminate this problem.
Again, we appreciate the outstanding patience and understanding we've received from our customers. We'll continue this thread on our forums.