[RTC List] Precision Media meltdown

[Peter Krueger]

Hello Fellow RTC'ers

Yes there was a crisis - Most  of  Precision Intermedia's web hosting  
clients were among the  approximately 170,000 to 450,000 websites  
globally that were affected by a horrificly botched data migration of  
a major data center this past weekend and into this week.

This was not a "Precision Media Meltdown"  (That's not even our name)  
and certainly NOT the way our 10 employees acted during this crisis  
under my direction. And we have ALL THE DATA for our clients work for  
the last 10 years on multiple backups in multiple locations. Our  
clients' website databases are backed up as well by the hosting  
companies.

This was the first major outage in five years for my clients, whose  
sites were all up during all these fiber outages - taking orders and  
functioning.

I was keenly aware of the SERIOUSNESS of the problems being created  
by a NASDAQ company (Navisite)  that bought out  one of the companies  
that we resell the hosting of.   This particular reseller is  
NovaHosting and was a client of Alabanza.
We also openly tell our clients who we are reselling for and let them  
know they can host directly with them if they like.

I was in Cupertino watching the migration fail during Sunday night   
and into early Monday morning.   I instructed my staff to call each  
and EVERY ONE of our hosting customers PERSONALLY by phone  as THE   
top priority to let them know what we knew. I also spent my birthday  
morning while on vacation calling customers along with my staff.   
Every hosting customer should have been contacted in some fashion.

This has been a very frustrating week for very many good people here  
and throughout the world. I feel the pain and anger myself.  The  
amount that we all depend on technology was once more demonstrated in  
a painful way. Very frustrating to be told" a few more hours" that  
stretch into days.  We are evaluating other datacenter options with  
our partners, and if you have any suggestions they would be appreciated.

As far as Kindra's assertions that we were not responsive and that  
the problem started on Thursday. Thats incorrect. The migration  
fiasco started Saturday. We back up our data and we are here and were  
here and even Kindra was and is free to call us instead of  
speculating about facts in the manner of her email.   I contracted   
off thread and the client she said hadn't heard from us was in our  
records as being contacted Monday morning and again during the week.  
I know they were frustrated - as were all of us.

We fully understand and appreciate all the frustration that everyone  
went through while waiting and being told on conference calls, tech  
support calls and watching the status page tell us that it would only  
be a few hours to the solution over and over and over again.

Thanks,

Peter





On Nov 5, 2007, at 10:11 PM, Kindra Waluk wrote:

> Has anyone heard about what is going on with the Precision  
> Intermedia problems? I know of a number of business customers whose  
> websites have been down since last Thursday and no one can get any  
> answers as to where their site AND their data has gone. The owner  
> is not calling anyone back supposedly and the fellow answering the  
> phones is responding with a “no one has told me” response to  
> frustrated questions.
>
>
>
> If anyone has any feedback, I’d love to let customers know if they  
> should start working with another company to rebuild their websites  
> since there’s no response and no data from Precision Intermedia.  
> They’re all pretty upset and offended at the lack of communication.
>
>
>
>
>
> _______________________________________________
> List mailing list
> List at redwoodtech.org
> http://redwoodtech.org/mailman/listinfo/list_redwoodtech.org

----------------------------
Peter Krueger
Precision Intermedia

http://www.precisionintermedia.com
Phone 707-725-0804
Fax 888-440-3858
Wireless 707-845-2344

Imagine No Limits...

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