Posts Tagged news

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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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 Update – November 8th, 2007 – 11:00 PM EST

We now have more than 92% of the servers on-line and more than 95% of user domains live. Remaining servers are being worked on and are at various stages of resolution. We expect that the migration process will reach a steady state of completion during the night when 99% or more of the domains will be on-line. A small percentage of domains may still need additional work for individual issues and we will continue to address them. We expect this number to be very small and close to normal maintenance levels.

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.

While we have received complaints, we have also received compliments on our efforts.  We received some feedback that the new environment is working better than the previous one. Moving to a faster and better platform was the rationale for the data center migration, and we already are beginning to hear some positive news.

Our engineers are working throughout the night to bring all sites back up as soon as possible.

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Navisite Datacenter Update – November 8th, 2007 – 8 AM EST

No new major issues have been reported and we are on track bringing up more servers on-line. Approximately 75% of the servers are now live, and we currently estimate to have all of them on-line by later this evening.

We appreciate your patience – our engineers are working around the clock to bring your sites back up as soon as possible.

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Recent Articles on Navisite Datacenter Issues during Alabanza Migration

There is more and more information available on the datacenter issues that have taken place with Navisite.  Below are a few articles on some larger news web sites.

Here is an article on News.com about some sites coming back online at the Navisite datacenter after migration from the Alabanza datacenter in Baltimore.

Here is another article outlining the wide reaching impact of the datacenter fiasco with Navisite’s migration of the Alabanza datacenter purchased in August.

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Navisite Datacenter – Affecting over 3000 merchants worldwide!

This is the first story in our line of stories on the affect of the poor handling of the datacenter migration from the Alabanza NOC to the Navisite NOC in Andover, MA.  Navisite needs to realize that not only did they affect 400+ hosting companies, and tens of thousands of clients of those hosting companies, but the outage had a reach well beyond their client base.

This story was sent to me by Tom Mahoney, Director of Merchant 911, an organization helping merchants prevent chargebacks from their credit card customers.

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I’d like to add one of the less visible problems to the pot of
headaches the NaviSite Fiasco has caused.

I maintain a website for almost 3700 e-Commerce merchants that use
the site’s credit card fraud prevention tools.  These merchants
haven’t had access to those tools since Friday night.  I charge no
fees so I’m not loosing money other than a bit of revenue from
advertising, but these merchants depend on our site to help them
protect themselves against credit card fraud.

For a NOC to shut down servers to load them in a truck and cause 3 or
4 days of downtime without any notice is inexcusable.

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 Tom really shows us how this situation had a far greater reach than many might have thought.  Thanks to Tom for taking the time to share his story with us.

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