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What you should do is communicate with the people (customers) whom have given you money for services which you are unable to provide.
We shouldn't have to come hunt you down to find out what is going on.
Setup a status page, send emails, DO SOMETHING to indicate to your customers you are actually doing something and care about them.
So far not very impressed. Had issues with payment when I purchased and now I can't even use the services I paid for, for multiple days, without any communications from you about the issue and had to come here to find out why. That isn't how I should have to find out about issues with my services, there should be proactive communications from your side outlining the issue, what is being done to solve it and when I should expect my services to be restored.
If that means you need to purchase another server or servers from another provider because yours has failed you, you should be actively doing so and doing whatever is possible to get your customers back online instead of sitting in a corner with your thumbs up your ass hoping it will "magically fix it's self" by "using your magic wand".
Part of running a hosting business is having a disaster recovery process for just these types of cases, where is yours? Why hasn't it already been implemented?
my 2 cents.
Cheers!
Yeah we have a status page, and since the client area is on the server, we cannot access client emails to send the notices, when its back of course we will notify everyone. And you wanting me not to hope it will "magically fix itself" and try to get you guys online does not mean I can do it. Like I said - its frustrating for me too. We will probably lose many of our clients as our provider already did. Do you really think I want that? Do you really think if I had a way to recover the server and get it online in 5 minutes I would not? Even if I did not care about the customers I would still be motivated to do it.
I am willing to submit the fact I did not proactively try and check https://status.exact.gg/ which looks to be your status page, as I have seen others in the past put it somewhere completely different it hadn't immediately come to mind to check there.
To that point, I will say, spamming that thing in every reply you make once there is an issue would likely be a helpful gesture.
This does not fix not having some type of fall-back plan (disaster recovery plan). I do realize I am not paying you an super large amount of money here so my loss is not extreme, however, I would hope that the real take away here is that you need to improve these processes as you go forward and should consider those changes now as you await things being restored. That way once things are back online and you are able to return to normal, you also have something to share with your customers on how you plan to improve and prevent these types of issues going forward and if they do happen, that you will have a better approach to communicating with them.
my 2 cents.
Cheers!
True
I think one of the learning items here , is that you shouldn't keep the CRM on the same server that can go offline.
With many years experience I've learnt to only put dev/test systems onto LET servers.
But maybe one day we could actually trust to put a PROD environement on a LET server.
Hopefully we are back online soon and recieve compensation for the outage.
any update? @eXact
Yeah server is ready, some data has been migrated already but some ran out of storage, so we will expand storage, restore rest of the data and power on your VPSs.
Ouch
eXact has been facing technical difficulties but will be back with a vengeance
EVENTUALLY
Or not!
Most VPSs are already on