Public Apology to all JVDS/VPSColo Customers

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Posted by Rus Foster, 01-18-2005, 05:13 AM
As most of your are aware over the last few weeks things have been a bit rocky in terms of support and significant downtime on couple of machines. For this I would like to extend my personal apology and give you an overview of what is going on and how things are getting fixed.

Firstly support. We basically hit a big peak of tickets which overwhelmed the current support staff. As such we have bought on more people from New York who will be providing 24x7 support in conjuction with existing staff. Unfortunatly a side effect of this was me spending a week there training them caused things to fall back even further. However this is now all falling into place and support is almost back to where it was. In a few days it should be back to where it was about a month ago.

Hardware: We basically got hit sideways with a few host machines which had hardware failures/adminstraive failures. Two of these are now fixed and back in service. The third one is about 50% of the way back and VPS are still being restored but we should get there by the end of today. This in turn had a knock on effect with setting up new hardware and a delay in orders.

Billing: With everything else this has fallen a little behind but again we are just about on top of this now as everything else has calmed down and we can start concentrating on new issues rather than fire fighting

Once again I would like to extend my personal apologise to all customers effected and hope that you will bear with us once we are over the little (or for some not so little) bump

Rgds

Rus Foster