Fusemail - 23 Hour Outage and Counting... - Knowledgebase

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Fusemail - 23 Hour Outage and Counting...

Posted by TopAngler, 04-02-2012, 12:15 PM
I use Fusemail to host 100's of client email accounts. They've been down for 21 hours and there is less and less information coming from support...

What a crappy outfit. When you actually need support, they are bailing... After hours of BS, they are now saying, "we don't know when it will be fixed".

The reason I outsource my email functions is to avoid 21 hour outages... Am I being unrealistic to expect a major outfit like Fusemail to have systems in place to avoid such long outages?
Posted by KMyers, 04-02-2012, 12:18 PM
Hello,
23 hours is crazy. Have they at least advised you of the nature of the issue?

Posted by smash, 04-02-2012, 01:11 PM
I am in the same situation. The way they handle this incident is troubling.

Check this one:
http://twitpic.com/94psu9

They changed the time of the beginning of the outage to make it look better. They have since then fixed it as it was quickly pointed to their face on twitter..

Watch twitter has people are posting updates as it trickles in.

https://twitter.com/#!/search/realtime/fusemail
Posted by TopAngler, 04-02-2012, 02:40 PM
Troubling is an understatement.

Your link above shows they are intentionally misleading customers.

I pay Fusemail an extra amount for each email account for "Geographic Redundancy" which is supposed to keep mail email running no matter what! What happened to the redundant server I'm paying for?

I'm beyond upset. My phones won't stop ringing. Don't know what to tell my clients except the truth - which is, "I don't know"...

If I could find an alternative to Fusemail, I would switch TODAY! The outage is bad, but its the lack of information, lack of honesty (actually, deception as evidenced from link above), that really makes me wish I could find ANY viable alternative.
Posted by smash, 04-02-2012, 02:45 PM
I stopped configuring new customers on fusemail a long time ago, due to their very bad customer support.

Now that it has been shown how weak their infrastructure really is, I will begin the process of migrating customers away.

It sucks as as you probably know, migrating entire offices of people from one service to another takes a lot of time, that is why I haven't moved customers that are set with fusemail until now..

The other service I use is PolarisMail. It is a smaller company but the customer support and service quality is not comparable.
Posted by TopAngler, 04-02-2012, 03:54 PM
I'm going to call PolarisMail when this is over...

Also going to look into putting email back on our servers and outsourcing smtp... Can't be worse than Fusemail and a lot cheaper.
Posted by kprojects, 04-03-2012, 01:18 PM
Everything appears to be working now.. most of it was working this morning, but delivery was still spooled.

We have thousands of fusemail accounts for our clients. I'm looking forward to finding out what type of credit we'll get back.

They have a 99.99% uptime guarantee.. which is what, 52 minutes/year?
Posted by TopAngler, 04-03-2012, 03:43 PM
This issue really has me steamed. I could host email on my own servers, but outsourced to FuseMail specifically for their "Geo-Redundancy" service. If you read their info (attached) it clearly says, "in the event of a total datacenter outage, your mailboxes would stay online".

Furthermore, this page has since been deleted from their web site! - see below:
Posted by Steven, 04-03-2012, 06:43 PM
Does not sound like they were ever geo-redundant :-/
Posted by Virusoft, 06-10-2013, 07:04 PM
Hi TopAngler,

Looks like they just had another outage over the weekend, the support call traffic is crazy. Seems to be an annual thing happening here hmm..

Did you end up contacting PolarisMail to consider switching email solutions for your clients? I would be interested to hear the comparison.. we are currently evaluating a number of outsourced solutions, one in particluar I'd recommend looking at: CityEmail

-Vsoft