3dgwebhosting.com Apologizes to our Customers

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Posted by 3dgwebhosting, 06-06-2008, 07:42 AM
Dear All, We had an unfortunate event occur this evening which has been corrected. an employee manning our network operations center left the NOC without authorization. Our systems were left unmonitored. As our investigation continues it appears the employee may have intentionally or unintentionally made some critical errors causing outage across some of our network. Some customers remained live and others did not. We are conducting an internal review as to the exact events that occurred and potential failsafes for the future. We sincerely apologize to all those clients affected. We are committed to providing excellent service and support, frankly we are embarrassed about the events and we feel it is important to reach out to our clients on a public forum to apologize for the outage. All systems are fully functional and operational. Business is back to normal!!
Posted by gplhost, 06-06-2008, 07:45 AM
Do you really think that WHT is the place to do direct communication to your customers? Don't you have their email? Thomas
Posted by 3dgwebhosting, 06-06-2008, 07:56 AM
Yes we have customer emails and they have been contacted, however many of our clients also surf WHT and we are offering a simple apology in a public forum to show we have some honor and class.
Posted by Joel Theodore, 06-06-2008, 11:45 AM
Last time I checked this was the "Providers and Network Outages and Updates" forum, for the exact purpose the OP has used it. Unless of course you are a Moderator, which you are not... so move along. Regards, Joel
Posted by bdwarr6, 06-06-2008, 12:00 PM
Cut the guy a break... Hes doing something that most of the people on this forum wont, and that is be honest. His employee. Well I hope now former employee screwed him pretty good, and he wanted to post it in the forum before there were out cry's of why it was down hence making him look bad. A post explaining it before customers posts complaining looks alot better don't you think
Posted by JohnJ, 06-06-2008, 12:40 PM
I guess this forum (Providers and Network Outages and Updates) is actually here to make the forum look pretty... not for hosting companies to report their outages and keep the general public informed.
Posted by hostpc.com, 06-08-2008, 12:55 PM
Kudos 3dgwebhosting - it's nice to see someone being proactive once in a while. Keep up the good work
Posted by jobpash, 06-09-2008, 08:15 AM
I agree with Jag-Nick. In this way he will not lose user like myself.
Posted by Joel Theodore, 06-10-2008, 07:20 AM
Hey Nick, Go read my post again, so you understand clearly. Then feel free to come back and apologise, I guess i'll wait for that one along with the one you already owe me. Regards, Joel
Posted by jhar, 06-10-2008, 06:37 PM
As a current (but new) 3dgwebhosting customer I appreciate the update even though I did not experience an outage. It gives me some comfort that if their is a major outage in the future I can get some real info about what is going on.