In the “old days” DH would communicate with customers via email. Those announcements then became part of the web panel. Then we were given settings to choose which announcements were emailed and which just showed up in the web panel.
Although those settings are still there, rarely are we emailed. A specific example would be downtime. I have that option selected, but haven’t received emails regarding downtime in quite some time.
Later we received the kbase as an option to find info from DH. This was a good way to keep from asking questions that get asked often.
Later DH came up with status.dreamhost.com because they can’t send emails to everyone if their access to the outside is down. Makes sense.
Now we also have the blog and wiki, in addition to the web panel, emails and kbase. Although some of those have had well defined usages, it seems lately they’re all just a blend of any communication we might be so lucky to have.
For example, status.dreamhost.com is supposed to be updated “in case of a network outage or other internal problems which result in our web panel being inaccessible.” However, nearly daily as of recent is the web panel inaccessible but that site is only updated maybe 20% of the the time.
Sometimes the blog is later updated to describe the outages. Aren’t we supposed to be emailed regarding them? Instead we often find the most valuable information about our hosting not working mixed in with other things such as “Got Sushi?”
Currently, I have the following selected:
Major Downtime/Urgent Action Required
Unplanned Downtime/Major Policy Change
Planned Downtime/Minor Policy Change
I occasionally get planned downtime announcements, and few about db’s. Very rarely do I see policy change announcements. Rarely is major or even unplanned downtime mentioned via email.
Does anyone else find DH’s communication methods to be obfuscated? I think they need to start living up to their end of the agreement, at least when it comes to communication.