Hi David, I'm sorry that the experience has been so frustrating for you. It is (naturally) not our intention to make using our services hard for you and clearly we could have done better in the cases you've mentioned. My apologies.
Let me tackle a few things (inline below) to provide some context. On May 04, 2008, at 12:47 PM, David Maynard wrote: > So, this morning I was awakened by maintenance notifications for > the .ca domain that were sent to my pager. I don't know why Tucows > is sending maintenance notifications to my pager. I clearly have > that email address listed as an "Emergency" contact in their fancy > new contact area on the email system. They have a category for > maintenance notifcations and the pager isn't on it. It's obvious > that they are picking up the contact info from the new mail admin > center, but they apparently just send every type of notice to all of > the addresses. I think there might be some confusion here between "notification" and "status". We send advance notification to whoever Resellers have told us should get notifications about changes to the service. These are sent by email through our regularly communication system in advance of our services going into scheduled maintenance. Separately, our Status system sends a message whenever the status of a service changes. That could be offline, degraded or maintenance. Feedback from resellers is that they generally want to know when there is any chance of their customers experiences problems with our service and since maintenance windows may have impact, we treat them like outages from a status standpoint. > Now, the entire reporting center has disappeared from the web > interface without any word from Tucows. What's amusing is that I am > still receiving email notifications from the system saying that my > reports have been generated. (Of course, I can't actually read the > reports since there is no longer a link to them on the admin > interface.) This was actually a two-fold problem. First, we released some new features without properly informing Resellers. This just slipped through the cracks and we've already reworked some internal communications to makes sure that service updates don't get into the wild without changes to documentation and reseller communication. Second, the old reporting center was scheduled to be replaced by a new one and to be supplemented with a new way to get stats within the service itself. Unfortunately the old reporting center had some major problems a week or two ago that took it offline before the replacement code was in ready. We're in the final stages of roll-out of the new reporting center so you should have functionality back soon and the team is aware that this isn't the way we want to release upgrades (or deal with bugs for that matter). > We really like Tucows and don't have any plans to move anywhere else. I REALLY appreciate that - particularly at the end of such a passionate rant! Cheers, Ken Schafer ======================================== Vice President, Product Management & Marketing Tucows http://services.tucows.com http://about.tucows.com [EMAIL PROTECTED] ======================================== _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen
