First of all, I’d like to apologize for the recent problems; there have been a few threads here, and it’s certainly hard to show my face around here right now. Letting our domain expire is obviously an extremely embarassing thing to have happen, and was totally inexecusable (in reply to a comment in another thread, we will definitely be renewing it for 10 years in advance or something – after we’ve transferred it away from Network Solutions / Verisign). Ironically, we have always been hesitant to do the transfer exactly because we were worried about problems coming up.
I do hear the comments that our service has gotten worse lately. I do realize that there have been some (significant) problems, but I also think that we’ve actually improved our reliability overall since I’ve been with the company (almost 4 years now). I do think there are some improvements that can be made in terms of making sure that problems are identified and resolved quickly.
Problems have been there in the past, but I think that certain types of problems now tend to have a more global effect (because certain services are centralized) and thus more people notice when there are problems. I think that certain types of problems may also have been identified more quickly in the past.
Both support and the admin team (the team I work with) do tend to keep an eye on stuff that’s low in the queue, and try to identify problems as they come in. In addition, we have someone “on call” at all times, which means they’re watching our internal notification system. This identifies most problems very early, and we’re able to fix them proactively (and announce them, if necessary).
I do think it would be really interesting to write a system that essentially looks for trends (x number of users on a machine, or sharing a group of mail machines, with a particular keyword in the support request). At this time, we don’t have the development resources to write such an “intelligent” system.
I know we look pretty dumb right now; all I can do is ask that people stick with us and at least give us a chance to do better.