Posts Tagged datacenter

Still more thoughts on the Navisite debacle…

The thoughts and comments keep coming on the Navisite debacle of last week.

 Here is a great article on what Navisite should have done, and unfortunately didn’t do.  I must say that what dissapointed me most about this entire debacle, of course after the hosting issues, was the lack of information and the disinformation that was distributed by the Navisite team during the first 72 hours of the datacenter migration fiasco.

 As a navisite client, I’ve been very dissapointed with how this situation was handled and hope that they will do the right things for their clients.

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Curbstone – Just one company affected by Navisite out of Thousands

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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Community Thoughts on the Issues Surrounding Navisite

I have come across a number of articles and blog posts regarding the recent navisite datacenter migration of the Alabanza data center from Baltimore, MD to Andover, MA.  If you are unaware of this serious issue, make sure to take the time to find out what unreal items have taken place to over 175,000 domain owners across the world.

 Here is a list of links to articles on the topic.

Now, there are also numerous discussions among the major web hosting and web design community boards about this issue.

Of course, I could go on and on, but I definately wanted to get the news out that this is not a small event, and that there are still some sites that are down and not online today, 7 days later! 

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Navisite CEO Offers Information on Alabanza Datacenter Migration Fiasco

A note from the desk of CEO Arthur Becker

Dear Alabanza Customer,

I want to extend my most sincere appreciation for your patience and forebearance as we resolved the technical issues that disrupted service during the planned data center migration from Baltimore, MD to our SAS70 certified facility in Andover, MA.

I understand that this has affected your business and your customers, and apologize for the inconvenience and disruption. This is not the standard for NaviSite. While we had planned this migration for months, we did not anticipate a number of scenarios that became major issues during the execution of the migration. Despite the fact that we have acquired a number of companies during the past few years and both consolidated data centers and migrated data, we had never encountered the series of problems that we saw earlier this week.

In preparation for this migration, NaviSite made significant investments to refresh and update the underlying server infrastructure for the Alabanza customers in our Andover data center. This new platform is built upon several state-of-the-art technologies including SUN virtualization hardware with VMWare and EMC storage area networks. The environment is designed to dramatically improve scalability and reliability, and provides more elastic computing. In addition, given NaviSite’s commitment to the Green Grid initiative, the new infrastructure is also more environmentally friendly.

During the migration process, NaviSite mobilized an unprecedented number of technical and support personnel to focus on restoring service with a 24×7 coverage, and opened up multiple communication channels, including its web site and inbound telephone centers in the US and in our India office to inform and assure customers.

As our technical experts identify the root cause(s) of the process failure we will design appropriate remediation programs to accommodate the service disruption. We will also host an all hands conference call for our Alabanza customers in the near future so that we can communicate the reasons for this service disruption in greater detail.

Once again, thank you for your forbearance, patience and understanding.

Best Regards,

Arthur Becker
Chief Executive Officer
NaviSite, Inc.

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Navisite Datacenter Migration – November 9th, 2007 – 8:30 AM

Another update from Navisite –

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We continue to make progress with the environment and while you may not have direct visibility into the support staff, there has been and will continue to be an extended client care and technical engineering staff maintained in the data center on a 24×7 basis to resolve migration issues.

A significant number of servers came out of our QA process last night and were handed off to clients for confirmation and we are now down to a final set of tickets which is becoming more of a combination of migration issues and production run-time support.

We truly appreciate your patience throughout the migration. We recognize your pain points and all of us have been working to fix these issues as our only priority.

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Navisite datacenter issues still ongoing!

It’s amazing to me, nearly 6 full days into this fiasco, and there are still clients down to the outage based on near incompetence on the part of Navisite.  Here is another story highlighting the issues that are still ongoing at Navisite.

http://www.eweek.com/article2/0,1895,2214094,00.asp

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Navisite Datacenter Update – Alabanza Migration – 5:00 PM EST

Here is the most current update from Navisite on the Alabanza datacenter move.

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We are bringing up more servers on-line and more than 90% are currently up in the environment. All of the servers have been worked on and analysis completed with most being in Quality Assurance (QA).

We currently anticipate bringing the migration process to a steady state completion this evening. Production level service issues, if any, will continue to be addressed.

Our engineers are working throughout the evening to bring all sites back up as soon as possible. Please call our main support number 1-888-264-4662 if you have any questions.

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