The reality of the situation is that there are a lot of different clients and each of them is frequently in a unique situation. I think DreamHost does a decent job of getting the word out about the status of servers and such. They have a very transparent, manual process. Do I think they could have an even better automated solution? Sure I do.
I find it refreshing. It seems like you’ve read the blog posts. They seem very willing to tell us all the gory details of their problems and their screwups.
BTW, it’s not clear to me that their services and customer relations are getting worse. I’ve had my share of the system-wide problems, but have been fortunate enough to avoid the specific problems you’re describing.
Hey, that’s a good suggestion. The only downside I can see is that a lot of times people will say: “the panel is down” and it’s actually that they have to clear their cache. Nevertheless, it’s a good suggestion.
You mean with the DNS services, right? It’s actually a somewhat complicated problem in that problem wasn’t in the DNS servers, but in an administrative process that went and deleted DNS entries. And because the redundant DNS servers are kept in sync, it merrily deleted the entries everywhere. It’s just like if you have a mirrored filesystem and you delete files - they are deleted from both physical drives.
I’ve actually kinda gotten used to the problem where tickets for a systemwide outage are classified as “systemwide” and sent do /dev/null. I know that’s really bad of me and that I should expect a boilerplate notification that there’s a systemwide problem and that after it is solved I should submit a new ticket for my problem if my problem isn’t solved by the systemwide fix.
I’d be all for that.
I hope you don’t mind my reaction. I think you have a lot of good ideas but I have to say that though your good ideas do lead me to think that you’re intelligent and want your troubles resolved so you’ll stick around and continue to help the community, some of the phrasing seems a bit hostile - which makes me feel combative in turn. I try to remember that problems aren’t solved by making people know how mad you are, but by making them sympathetic to your problems.
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