xF Host Update

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Mike answering emails is not the best way to keep clients informed. You are requiring people to go to the trouble of initiating contact with you. Nor is email completely reliable.
I think you should provide something in advance so your people don't have to write emails begging for in formation.
I emailed you several times when all my sites disappeared on the three crashes during my short time with you. It was quite some time before I got a reply. Understandable delay, but it demanded that during that walled off period, I blindly trust that your lack of reply was due to busy preoccupation with fixing on your end. Not knowing you at all well it was impossible to trust like that. So I was left feeling completely abandoned, with my sites of years of my work lost to your control, which had failed.

Basically to be cut off from one's sites, with no information, for more than a few minutes, is terrifying. It doesm't generate respect. Hosting should cover this info flow.
It doesnt matter how well meaning or hardworking you are. What matters is the actual experience of the client, not yours.

I think you should have multiple levels of communication going on -
-- connections based on your hosting servers 9your site/ forum etc)
- an independent blog for outage reports or major upgrades to services like improved backups - - link shows in anu forum sig you have, and email sig.
- email to plug the gaps in the above - auto response for clients directs to blog during emerbgency to save your time
- XF as last resort, brief info statement directing to the blog.

This would also save you a lot of time doing email watching and replies.

If I had had an independent record to consult like a blog I could have come through your various crashes with a lot less misery and anxiety.
 
Haven't really followed the whole thread, but GoRack is a decent host. I can at least vouch for Curtis. The only location weakness I can think of is that there are less carriers and fiber paths in Jacksonville vs. other nearby areas, but that's continuing to change.
 
I gotta say, Mike, it looks like you've had some bad luck with this hosting business. It also looks like you are persistent and hard working. It takes a lot of guts to announce to your customers that service is down and you don't know when it will be up again. It takes a lot of dignity to say you'll make good on it somehow. I guess this is the kind of thing that we hear around the forums from some loyal customers. I hope this new situation works out for you and you're able to regain trust in your business. It looks like you've earned it.
 
Morgain said:
Mike answering emails is not the best way to keep clients informed. You are requiring people to go to the trouble of initiating contact with you. Nor is email completely reliable.
I think you should provide something in advance so your people don't have to write emails begging for in formation.
I emailed you several times when all my sites disappeared on the three crashes during my short time with you. It was quite some time before I got a reply. Understandable delay, but it demanded that during that walled off period, I blindly trust that your lack of reply was due to busy preoccupation with fixing on your end. Not knowing you at all well it was impossible to trust like that. So I was left feeling completely abandoned, with my sites of years of my work lost to your control, which had failed.

Basically to be cut off from one's sites, with no information, for more than a few minutes, is terrifying. It doesm't generate respect. Hosting should cover this info flow.
It doesnt matter how well meaning or hardworking you are. What matters is the actual experience of the client, not yours.

I think you should have multiple levels of communication going on -
-- connections based on your hosting servers 9your site/ forum etc)
- an independent blog for outage reports or major upgrades to services like improved backups - - link shows in anu forum sig you have, and email sig.
- email to plug the gaps in the above - auto response for clients directs to blog during emerbgency to save your time
- XF as last resort, brief info statement directing to the blog.

This would also save you a lot of time doing email watching and replies.

If I had had an independent record to consult like a blog I could have come through your various crashes with a lot less misery and anxiety.
Click to expand...

Let it go.

Just move forward.
 
Morgain said:
Mike answering emails is not the best way to keep clients informed. You are requiring people to go to the trouble of initiating contact with you. Nor is email completely reliable.
I think you should provide something in advance so your people don't have to write emails begging for in formation.
I emailed you several times when all my sites disappeared on the three crashes during my short time with you. It was quite some time before I got a reply. Understandable delay, but it demanded that during that walled off period, I blindly trust that your lack of reply was due to busy preoccupation with fixing on your end. Not knowing you at all well it was impossible to trust like that. So I was left feeling completely abandoned, with my sites of years of my work lost to your control, which had failed.

Basically to be cut off from one's sites, with no information, for more than a few minutes, is terrifying. It doesm't generate respect. Hosting should cover this info flow.
It doesnt matter how well meaning or hardworking you are. What matters is the actual experience of the client, not yours.

I think you should have multiple levels of communication going on -
-- connections based on your hosting servers 9your site/ forum etc)
- an independent blog for outage reports or major upgrades to services like improved backups - - link shows in anu forum sig you have, and email sig.
- email to plug the gaps in the above - auto response for clients directs to blog during emerbgency to save your time
- XF as last resort, brief info statement directing to the blog.

This would also save you a lot of time doing email watching and replies.

If I had had an independent record to consult like a blog I could have come through your various crashes with a lot less misery and anxiety.
Click to expand...
There is no excuse for the lack of communication but there is a reason behind it. xFHost is undermanned.
 
DRE said:
Wasn't talking to you. Read her post again if you didn't understand it.
Click to expand...

I completely understood her post DRE. Either way, you commented on a lack of communication. From this standpoint, it looks to me like he has communicated well, all things considering. The rest is only "he said/she said", with nothing to back up factually.
 
DRE said:
He's doing a fabulous job communicating now, she is talking about back then.
Click to expand...
No I'm talkng about now and the future.
Mike is a good communicator and a hard worker. But he operates too much out of his central control. I share his fault in being an efficient and caring provider to my clients which tends tomake this kind of manager think this is enough. Fighting a drawn out crisis pushes client communication to one side, and answering specific enquiries from that central control seat looks as if it's enough. It isn't. There are the clients who don't enquire, and should not have to. There is the issiue of dependency on MY timing, when I get around tpo YOUR email..

Instead enabling clients to find out for themselves on an independent company blog/ record means they are not trapped dependent on my/ Mike's kindness and efficiency in emailing them individually. They can go to the point of information to see what it tells them.

Nor do I think that someone anxious, worried, coping with uproar and serious business breakdown, should have to either beg for info by email, or search a long XF thread here, cluttered with many other messages.
(Some feel XF is not the place for this anyway.)
An independent company notices centre for backup in emergency, would collapse this 10 page thread into about 5 update messages on one page. Clien ts could if they wished subscribe to the first, fornotifications.
 
Morgain said:
No I'm talkng about now and the future.
Mike is a good communicator and a hard worker. But he operates too much out of his central control. I share his fault in being an efficient and caring provider to my clients which tends tomake this kind of manager think this is enough. Fighting a drawn out crisis pushes client communication to one side, and answering specific enquiries from that central control seat looks as if it's enough. It isn't. There are the clients who don't enquire, and should not have to. There is the issiue of dependency on MY timing, when I get around tpo YOUR email..

Instead enabling clients to find out for themselves on an independent company blog/ record means they are not trapped dependent on my/ Mike's kindness and efficiency in emailing them individually. They can go to the point of information to see what it tells them.

Nor do I think that someone anxious, worried, coping with uproar and serious business breakdown, should have to either beg for info by email, or search a long XF thread here, cluttered with many other messages.
(Some feel XF is not the place for this anyway.)
An independent company notices centre for backup in emergency, would collapse this 10 page thread into about 5 update messages on one page. Clien ts could if they wished subscribe to the first, fornotifications.
Click to expand...
I'm still a noob compared to you two, so I'mma just nod my head and say 'Yes ma'am.'
 
Jesepi said:
I'd suggest you get a linode or something "outside" of your system so you don't go completely dark if something like this ever happens.
Click to expand...

Yes as stated, I signed up for a small cloud server at rackspace that i can turn on in the event of a future outage. right now though in stead of wasting time setting up a status site, getting my clients back online is far more important.
 
tekgirl said:
I cannot login and my site is down again...get this error: An unexpected error occurred. Please try again later.
Click to expand...


Sorry, fell asleep at my desk, I started transfers shortly before, guessing the errors are being caused by too much of a load from the cpanel transfer or OVH jacked something up when they shut us off as powering off a server from a hard shutdown like they did can do that.
 
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