Quote:
Originally Posted by creativezulks
Are you trying to compare yourself with ThePlanet and RackSpace? If so, you have got no right to derogate their reputation. All of the providers you mentioned does communicate with their customers but were were a complete failure in this. And please do not lie that you have not had any downtime since then. It was not one off outage. The outage carried on for a more than a month. Most of the customers were getting their posts deleted and this is the biggest INSULT that you can do for your customers. Hope you guys improve.
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I think you need to get your facts straight. No one is comparing hosting companies, Radic was just stating that no matter how large or small you are, things happen. We had a pretty severe outage which effected 10% of our customer base. To be able to restore everything 100% takes time, it doesn't just happen instantly. We proved that we keep full backups and can take care of things in a timely manner.
#1 - The only lack of communication was during the actual restore process (and I agree with could have been better with it, we've done a lot on our end to improve this already, many existing customers can verify), even then full status was provided via our forum. After the matter, all customers were contacated with an apology and given free hosting credits per our SLA.
#2 - The outage lasted a few days, not a month. As per HyperSpin and a few other trackers, we have not had any outages since.
#3 - Our community forum is highly moderated and customers are strictly told that any specific support MUST go to our help desk, not on our forum. Our forum is for non-specific issues. All support tickets were answered, obviously not immediately due to the load, but in time they were all resolved.
You keep forgetting that people are never afraid to complain, but when things are all fine and dandy they tend to keep silent. We've had an excellent reputation for a long run and we'll continue to strive for our customers as we have since our recent outage, but as with all things it'll take time to see we're still the same great company we used to be.
I hope you take this reply not as an insulting one, but just to clear up facts. I'm not here to argue, just laying down facts straight from the horses mouth.
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