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Damage Control Advice!
SilenceDogood
subscriber Posts: 9
Got up this morning, went to my online systems. They were (and are still) down.
Sent a support ticket to my web host. They point me to a blog that says maintenance will be going on between 6:30 and 9:30 EDT. It is now about 10:30.
I say: You should have proactively told me this. Their response: YOU should have read our blog.
Anyway, I have a number of customer systems running on this web host. They are obviously down this morning too. I cannot communicate with them because all of my emails are down.
I dread getting into my support email. I know I will have numerous queries and complaints.
Any suggestions on damage control with my customers? It seems that no matter what I do or say it will not look good.
Any sage advice?
BACKGROUND
============
I have been with this same host for over 5 years. A couple of months ago they were purchased by a large company. I have had more downtime in the past 2 months than I did in 5 years. I have a new host but I am slowly migrating everything. I cannot wait to bail on these people. Terrible reliability. Smart*** technical support.
Sent a support ticket to my web host. They point me to a blog that says maintenance will be going on between 6:30 and 9:30 EDT. It is now about 10:30.
I say: You should have proactively told me this. Their response: YOU should have read our blog.
Anyway, I have a number of customer systems running on this web host. They are obviously down this morning too. I cannot communicate with them because all of my emails are down.
I dread getting into my support email. I know I will have numerous queries and complaints.
Any suggestions on damage control with my customers? It seems that no matter what I do or say it will not look good.
Any sage advice?
BACKGROUND
============
I have been with this same host for over 5 years. A couple of months ago they were purchased by a large company. I have had more downtime in the past 2 months than I did in 5 years. I have a new host but I am slowly migrating everything. I cannot wait to bail on these people. Terrible reliability. Smart*** technical support.
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Comments
As much ranting and venting as anything.
It is easier for me to deal with self-made problems / mistakes than those of someone else.
One of these days, when my business grows up a bit more, I am going to have my own data center and not have to rely on some unknown 3rd party.
I absolutely hate this...
I`ve already "contracted" with a second host (now have a high end VPS instead of shared). New customers are setup on the new host. I`m slowly migrating databases to the new host (remote mysql access)...
After I get all the databases migrated then I am going to migrate all the code and make the switch over a holiday weekend (probably Thanksgiving)... and say Good Riddance Bad Host!
One problem I have not really solved: the old control panel is H-Sphere and I am going to WHM/CPanel.... the email on the old is squirrelmail and I cannot find any good way to migrate all of that.
And back to Damage Control: It has apparently been a busy Monday for my customers and they did not notice the downtime.... breaths audible sigh of relief...