How much longer is downtime?
My customers are starting to send me "WTF?" emails. I need to give them an update. You guys quoted 1/2 hour downtime. It's been about 2. How much longer?
Steven
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2 Posted by steven on 08 Mar, 2010 09:57 AM
Another hour of what was supposed to be a 1/2 hour downtime?
Come on people, if you're going to pull the site down for this long at least leave a channel open for communication. Someone answer to this.
Your program is great, but your attempt at customer service sucks.
Steven
Support Staff 3 Posted by Nathan on 08 Mar, 2010 05:18 PM
Steven,
Yes, the move took longer than we anticipated. We were doing a major architecture change and problems came up. We also moved the domain/dns, so therefore anything customerhub.net was down. This was all done to improve performance/availability/scalability of the application, which should benefit you and your customers.
Believe me... we were working all hours of the night to get it up as soon as possible.
Thanks for the feedback.
Nathan
Nathan resolved this discussion on 08 Mar, 2010 05:18 PM.
steven re-opened this discussion on 08 Mar, 2010 11:04 PM
4 Posted by steven on 08 Mar, 2010 11:04 PM
How about installing some kind of ticket support system which is monitored in real-time (sends a notification to your iPhone or something)?
You also mentioned in your note that you'll be installing the patch tonight. Are you pulling the website down again to do this? If so, what time and for how long?
Steven
Support Staff 5 Posted by Nathan on 08 Mar, 2010 11:53 PM
Hey Steve,
We'll be making improvments to our support team soon. Up to this point the support team has been me :). Considering the price of CustomerHub it's difficult, especially in the early stages, to be able to afford the cost of running CustomerHub. As CustomerHub continues to be a success, we'll be able to provide a better experience to our customers (ie... more available support). We know there can be some frustrations when people need something fixed immediately, and that will improve soon.
Also, most software updates usually only take 5-10 minutes, and most of the time don't require any downtime. Tonights patch won't have more than 30 seconds of downtime... if that much at all.
We appreciate your support of CustomerHub. We also appreciate your patience with us as we go through some growing pains. We're excited about the possibilities with CustomerHub and we can't wait to release some of the features we've got in our queue!
Thanks again,
Nathan
Nathan resolved this discussion on 10 Mar, 2010 12:19 AM.
steven re-opened this discussion on 10 Mar, 2010 12:43 AM
6 Posted by steven on 10 Mar, 2010 12:43 AM
All good man, I understand the process you're going through.
Nathan resolved this discussion on 11 Mar, 2010 08:39 PM.