This story is one of many that could be told surrounding the issues created by Navisite from a poor and unplanned datacenter move and migration. This story comes from Ira Chandler of Curbstone. Definately worth the read.
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Curbstone is a small software company based in Greater Metropolitan Ball Ground, Georgia. Population 783. We sell and support software for the IBM Midrange platform AS/400 (aka iSeries, System i). Our software is used by over 200 companies around the country to process credit card transactions directly through their AS/400s for retail, mail order, telephone order, and e-commerce. We support the major authorization networks and banks in the US and Canada.
Our customers include travelocity.com, Campbell Hausfeld, Rand McNally, Conde Nast, NY Life, American Racing Wheels, CorvetteAmerica.com, Adorama.com, BYU, MIT, Columbia U., US Space and Rocket Center – SpaceCamp.com, and many others. Our dedicated support site Curb911.com, and our primary marketing site for the credit card software, AS400CreditCard.com, have been down for almost one solid week, since last Friday at 10pm.
The impact has been devastating. Our customer pay for our support services on an annual basis, and we pride ourselves on GREAT service. The primary means of support is our on-line Issue Tracker based from the Curb911.com site. As our customers only occasionally have support issues, as each finds the site missing, we are getting frantic phone calls concerned that something has happened to our company. Our support staff is now handling all support by phone, taking CONSIDERABLY more time than the efficient Issue Tracking System we have used for 5 years.
AtlantaVirtual.com has been a rock of reliability and trustworthy service for those five years, hosting at least 20 sites for us, with a total of maybe four hours of unexpected downtime over the period. Alabanza and AtlantaVirtual had done a great job of providing excellent service. Alex Whetsell from AtlantaVirtual.com has been a trusted vendor and respected expert to guide us on our hosting needs.
Our marketing site being down is costing money. We get almost 100% of our leads from our marketing site, and that has stopped for a week. No telling what the impression is when customers go to the site and it is not there. We had achieved a great Google Page Rank over the years and that must be deteriorating now that the site is off line for so long.
Basically, we look like idiots to our customers and prospects. This will have a grave impact on our bottom line, as we have lost credibility in a market that demands the utmost in reliability, and have lost 1/4 of a month of leads…
We look forward to a class action suit against Navisite, so they can learn to use better judgment next time. Of course, we will NOT be hosting there ever again, and are preparing to move all of our sites. Duhhh.
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