Because I understand that even the best of companies has issues from time to time, I will not attack any particular group personally but as a whole, any company who has a “100% uptime guarantee” should have some real intention and ability to provide that. Otherwise, this is what happens – people like you having to explain away at a problem that the clients already are too pissed off to really care about what the problem was.

I found that the information provided on the status page was enough to tell us that you were working your butts off. Every two hours we’d hope against hope that we’d be getting a solution up and running soon, and the glorious update that said “Everything will be fine after X time”. WE know you can’t give that kind of update often, but that was the frustrating part, not so much that “your communication sucked”, as others have said.

Thanks for the update, and the feedback section.

Of course I would prefer it if the service just stayed up but life is not like that, and the way the problems have been handled just goes to prove to me that I have picked the right supplier, if only my other suppliers we’re this efficient, mentioning no names (ahem..BT, Dell, Demon Internet(DSVR), Eclipse Internet, LlloydsTSB) they could all take a leaf out of OpenSRS’s book of how to manage a problem when things have gone wrong. Not all my other suppliers are rubbish though, OpenSRS are 1 of 3 who I rate, the other two are forlinux.co.uk who phone me up if there is a problem, usually before i have noticed, and RBR Motors who look after all my cars, without these three firms I would have lost all faith in ANY supplier so well done OpenSRS for being able to join the lofty ranks of ‘Rogers Rated Suppliers’, but let’s just keep everything running from here on it eh?

And thanks for the kind words.

And I’m sorry that some of you are so frustrated by how we’ve handled this – we’ll try harder and I hope to recapture your respect and approval through our actions in the future rather than words here.

We hadn’t considered the API but that’s interesting.

In general we recommend AGAINST automatically taking our Status and pushing it to your customers. We’re writing to our Resellers and will at times use references and descriptions of services that may not be appropriate for your users.

I can imagine a day where an API call could give actual status (i.e. online, degraded, maintenance, offline) but as soon as we go beyond that I think it best that resellers put context around what we’re saying that makes sense to your customers.

Thanks for the suggestion and the kind words!