Just thought I'd post a letter I just got from the CEO of host my site about 
what happened. As expected it sounds like even though it was no fault of theirs 
they will be taking some measures to make sure it doesnt happen again.



Dear Valued Customers and Friends:

I am writing today to apologize for the service outage you experienced 
yesterday. As many of you know, our first datacenter facility (DC1) was 
impacted by a severe fiber cut. The fiber cut was caused by subcontractors of 
Comcast cutting our lines with a backhoe while installing new service into our 
office park. The cut of this fiber, which has been trouble free for the 5 years 
we have used it, resulted in loss of all connectivity for our DC1 site, 
including one Gigabit link and two OC3's. Our staff has made some pictures of 
the incident available at the following URL:

http://hostmysite.com/emergency/

We are still working with all involved parties, including Cavalier 
Communications (the fiber provider) to make sure that those responsible for 
this mistake are held fully accountable. I was personally on the scene for the 
entire repair process, even going so far as to pick up a shovel and help the 
workers dig a trench for the new fiber being installed. I know it was a long 
process, and although we did everything we could to move as fast as possible, 
the problem was compounded by two issues. First, the fiber we utilize in our 
business park was originally installed by the power company and is directly in 
line with dangerous power cables feeding the park. This made digging out the 
old cable and splicing in a new patch very difficult. Second, the cut occurred 
very close to the sidewalk where the fiber then runs under the parking lot. 
This left the splicers without enough slack to easily splice in a new piece of 
cable (they were hoping for 30 feet of slack and got less than 5).

Throughout the course of the day, our staff really pulled together to keep our 
customers informed and to execute on our emergency plans. If there is any 
silver lining on something like this, I felt fortunate to witness the amazing 
efforts of our staff. We had 5 year veterans and employees fresh out of 
training on their first day in the call center putting in fantastic effort. I 
would also like to apologize for those customers that were unable to get 
through to our support center or experienced long wait times. We are committed 
to providing live phone service without hold-time, and although we kept up with 
call volume for most of the day, our phones were overwhelmed at the outset of 
the problem.

After an incident like we experienced yesterday, I thought it was important for 
me to reach out to our customers and reassure you of our commitment to 
providing the best web hosting service available. Even though this incident was 
caused by the action of a third party, we do not discount our full 
responsibility to our end customers to provide a network that is 100% reliable 
and available. I realize that you trust us with your website so you don't have 
to worry about incidents like this. We are taking a number of steps to prevent 
this sort of problem in the future. Our fiber provider, Cavalier, is working 
non-stop to make sure that all fiber in our park is retraced and clearly 
marked. They are also working with us to implement additional diversity 
measures in the short term to limit risk.

Our Datacenter 2 (DC2) facility, which is a state-of-the-art facility with 
multiple diverse fiber conduits, is also being upgraded to accommodate all 
servers from DC1. While we had been planning to slowly make the transition over 
the next 12 months, we will do our best to accelerate the process while 
minimizing impact to our customers. I understand the magnitude of yesterday's 
incident, but I don't want our customers to lose confidence in the ability of 
our DC1 site to provide services. This site has a great 5 year track record and 
we are leaning heavily on our providers to make the necessary changes in the 
short term to secure additional diversity.

Finally, I would like to let you know how much I personally appreciate your 
business. I treat your website and your web business as if it were my own. You 
can trust everyone at HostMySite.com to care for your web presence, and when 
things do go wrong, you can trust that we are making a Herculean effort to get 
things right. Every staff member is a caring, dedicated professional that 
doesn't hesitate to pitch in wherever needed. You can also count on the fact 
that I will be right there with them every step of the way, along with a 
talented management team that has been with our company for a very long time. 
My personal contact information is available to you as part of this email 
should you wish to follow up with me directly.

Regards,
Lou Honick, CEO

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|
Introducing the Fusion Authority Quarterly Update. 80 pages of hard-hitting,
up-to-date ColdFusion information by your peers, delivered to your door four 
times a year.
http://www.fusionauthority.com/quarterly

Archive: 
http://www.houseoffusion.com/groups/CF-Talk/message.cfm/messageid:250228
Subscription: http://www.houseoffusion.com/groups/CF-Talk/subscribe.cfm
Unsubscribe: http://www.houseoffusion.com/cf_lists/unsubscribe.cfm?user=89.70.4

Reply via email to