Intermedia, the world's largest third-party provider of hosted Microsoft Exchange services, today delivered a masterclass in how to mismanage customers' expectations when cloud services crash. Hordes of angry customers on both sides of the Atlantic took to Twitter this afternoon to complain about "issues" with the company's …
Disaster recovery 101
For the customer support team remember to buy in your services from an external provider so when the stuff you flog goes pop you can still answer the phones!
Same old, same old.
I'm collating gaffe's.
Re: Shameless Plus
Yay. You're email in *there* hands. Good thing this is not the cloud?
Better still, stop trying to push everything onto one single point of failure!
Good ole TDM has 99.99999% up time. Funny how no one thinks the phones are any good, till they stop working!
Single Point of Failure is Fine...
as long as EVERYTHING is on that single point.
Some of us do appreciate "legacy" phone systems
" no one thinks the phones are any good, till they stop working!"
"Legacy" approach to office phones: 48v from a big fat central battery to drive both the switchboard and the phones connected off it.
"New improved" office phones: VoIP, PoE. Distributed UPS instead of central 48v. DIsconnect ALL analog phones (and phone lines) in the office.
Some months later: Network (and thus phone) UPS battery fails in 200+ person office comms cabinet. UPS is obsolete. WIll cost all of $400 to replace. Times are hard, networks aren't essential services.
IT Department action: throw away the UPS, don't replace it, thus losing any capability for working phones in that office during a power outage. If the power outage is a wide area outage (outside the office as well as in the office), most of the cellphone base stations in the area will also die as very few now have mains backup. Cellphone coverage will be very much reduced so there will be limited ability to make emergency (or indeed any) calls.
It's called progress, apparently.
Not having a fallback "red phone" is dumb. If we learned nothing else from the Cuban Missile Crisis it is that not having at least minimal asured communications leads to no end of problems.
"financially backed SLA"
Well, that's about as useful as a roof rack on a helicopter, right? All you get back is the value of the proportion of time that your subscription for the services covered, not the value of the financial loss you suffered to your business - assuming it survives the hit - while the service was down.
As to not being able to, or not wanting to, answer the phones (whatever it was) in this situation, I'd say they just pissed away any goodwill their customers had left.
However you look at this TARFU, heads are very much likely to roll at InterMedia, and fairly quickly as well
Re: "financially backed SLA"
All you get back is the value of the proportion of time that your subscription for the services covered, not the value of the financial loss you suffered to your business - assuming it survives the hit - while the service was down.
Which is something DAMAGEMENT WILL NEVER COMPREHEND!!!!
When DAMAGEMENT starts spouting the cloud bullshit, it is time to get the fuck out.
A clusterfuck is heading your way, and you don't know when it will hit.
"... so customers can likely expect a credit towards future services."
Assuming that is that anyone is daft enough to stay with this sorry bunch.
This sort of thing is exactly why...
...I keep telling my customers not to go cloudy. Today all I could tell one of them was "I told you so" when he called me about this outage and asked me what to do.
I'm glad I'm not the sysadmin that typed in the wrong unix command that brought the whole thing down!
I'm glad I'm not the sysadmin that typed in the wrong
unix WindblowZE command that brought the whole thing down!
Have an up vote.. whoever down voted you is obviously a moron!
unticked the wrong box
"I'm glad I'm not the sysadmin that typed in the wrong unix command that brought the whole thing down!"
This whole thing is about an MS Exchange service. Guess what... runs on Windows only. And right now, I'd hate to be the foot you shot yourself into with your comment.
Hint: They host MS Exchange services.
"heads are very much likely to roll at InterMedia"
You think? I doubt it tbh.
Take it from someone who works alongside one of the "largest private clouds in the UK", they know how shite the service is, therefore when this shit happens, they just prop it back up again and carry on.
The only rolling that takes place is punters cash, falling in through the front door.
If this is the same firm that back in the early 90's, that, based on the south coast (Kent, or maybe Sussex, visited there once with a Project Consultant for my then-employer at the time), was involved in data translation/compatibility, with a hefty dose of Kurzweil OCR kit added for flavour, then you may well be right.
How's that cloud thing...
...oh fuck it.
Absolutely Useless Service from Intermedia - tech support is poor to say the least and now they have this major outage. Poor service levels at the best of times and now this !!!! I am jumping this sinking ship. Been a customer for 3 years now - too expensive and tech support operatives who's first language is not english. No interest.
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