I’d like to make a formal request to DH based on some discusion in a previous thread. First, I’d like to see if there is popular support for my request.
One of the problems I have with DH’s current announcement system is they don’t announce problems until after they are fixed. It is great that they acknowledge and provide information about problems via these email announcements, but they don’t do so until after they have fixed the problem.
So, if your site server goes down or emails are bouncing that are being sent to your domains, you may not find out until much after the incident. This makes it very difficult to attempt to work around issues by pointing to a backup server, or posting an alternative email address that might work.
This also makes it difficult to know if DH is aware of the problem you are experiencing. Which raises questions: Am I the only one with this problem? Does DH know about this issue? Are they working on it? etc. I imagine this results in quite a view duplicate support tickets being issued for the same issue, which decreases the efficiency on DH’s side. I’d rather their support staff focus on fixing the problems than wading through their queue looking for duplicate tickets.
It seems only logical that DH should provide optional email announcments and/or a status web page that shows when serious issues are discovered before they are fixed. Sure, they currently have the status page in the control panel, but we all know that is useless. I don’t necessarily want something automatically generated – I want to know what the active critical issues are that are being worked on.
If emails are bouncing that are being sent to my domain, then I think DH has an obligation to tell me about this issue while it is still an issue. Once it is fixed it isn’t a problem anymore. While it is still an unresolved (but known) issue is when it is critical that I know inbound email may not be reaching me.