My site was down for 5 hours on Dotcloud yesterday because of a wildcard alias issue (effectively my cname stopped working).
I e-mailed support and heard nothing until I tweeted referencing their twitter handle, then got a response asking that I file an email ticket.
In the meantime, the site came back. This is just a fun toy site, so not a real business, but still.
Dotcloud has been easy to use and deployments are nice and easy, but I can't justify spending money on a company who really really needs to invest on a support infrastructure.
1) This was completely unacceptable on our part. I lose my temper maybe once a year, and yesterday I did precisely because of your ordeal.
2) Ironically, this happened precisely because we are investing heavily in our support infrastructure. As we transition from one overloaded senior engineer to a full-time support team + every engineer in the company in rotations, these kinds of quirks are bound to happen until we iron out the new process.
In short: - we're incredibly sorry. - we care enormously about support. - and what happened to you is very rare.
Comments
Hate to be a buzz kill but:
My site was down for 5 hours on Dotcloud yesterday because of a wildcard alias issue (effectively my cname stopped working).
I e-mailed support and heard nothing until I tweeted referencing their twitter handle, then got a response asking that I file an email ticket.
In the meantime, the site came back. This is just a fun toy site, so not a real business, but still.
Dotcloud has been easy to use and deployments are nice and easy, but I can't justify spending money on a company who really really needs to invest on a support infrastructure.
Ethan, 2 things:
1) This was completely unacceptable on our part. I lose my temper maybe once a year, and yesterday I did precisely because of your ordeal.
2) Ironically, this happened precisely because we are investing heavily in our support infrastructure. As we transition from one overloaded senior engineer to a full-time support team + every engineer in the company in rotations, these kinds of quirks are bound to happen until we iron out the new process.
In short: - we're incredibly sorry. - we care enormously about support. - and what happened to you is very rare.
Apologies are good and all, but this is why you need and SLA with compensation.
No one wants to lose money, then have the culprit say "oops, its growing pains again".