-
-
Categories
-
Archives
-
Services I use
-
Talkr: Letting blogs speak for themselves.
Nov
13
How to handle downtime
November 13, 2007 |
I follow 37 Signals fairly closely. I agree with them in many areas of development and they do a fantastic job of what they do. I have red their book Getting Real and I follow several of their blogs.
Yesterday they experienced some downtime, its was late here when it occurred so I wasn’t even online, so didn’t effect me, when I logged in today the site was working as normal, however there was an announcement stating:
Downtime summary
On the evening of Monday, November 12, we experienced a few of hours of downtime due to an explosion at our main data center in Dallas, TX. This event led to the eventual failure of a backup cooling system. Without adequate cooling, our servers had to be shut down to prevent permanent damage. We have detailed the events that led to the downtime. We deeply apologize for any inconveniences this may have caused and will work hard to make sure we reduce the likelihood of this happening again. Thanks for your support.
Then within the blog post they outlined all of the details of the outage. What occurred, timeline and how they plan to improve and ended with:
We apologize for any inconvenience this downtime caused your business. If you feel you were significantly impacted by this downtime, please send an email to support and we’ll credit you for the downtime.
I should also state that I have used their service for almost a year now and this is the first outage I can name - so they do very well regarding uptime. Rather than this making me think about the instability of their system or question the quality of their hosted product it increased my faith in them overall. Plan to see this
All of this said, I did run a complete backup from BaseCamp today. This makes me feel even safer. =) and I will be more frank with my users when it comes to outages.
Listen to this podcast