Our sincerest apologies for the connectivity issues. I was following up on questions remaining on the support center, and I noticed that your question had yet to be answered. Here is the formal response to the current issue:
Hello ,
Thank you for contacting us.
We are very sorry to hear that your website/s was affected by the connectivity issue that some of our customers in our West Coast Data-center experienced. We want to assure you that we do understand that any period of downtime is unacceptable for our customers and know first hand how important it is to receive reliable service. The incident on Tuesday 07/31/2012 was related to a problem that occurred following a period of unplanned maintenance preformed by our data-center facility itself on their equipment. Unfortunately, due to the nature of the issue it was not possible for us to be be prepared or plan for a failure on the part of our trusted data-center partner. The restoration of service for all affected customers was much longer than we were initially told and as a result it generated a number of calls, chats and emails much like yours from other customers concerned about their websites and asking when it would be back online.
Our senior Admins are working with our data-center faculties staff to determine the ultimate cause of Tuesday's incident and to ensure incidents like this to not happen again in the future. Additionally, we are reviewing our entire internal process for handling and addressing issues of this nature so that we can provide greater transparency to our customers. Please keep in mind that if for some reason you are not able to reach us by phone or chat that you can still check out our Support Center for updates as well as Twitter and Facebook where we will post updates for any serious outages.
Again, we thank you for your continued patience and understanding and we want to assure you that we will continue to work to ensure issues of this nature do not occur in the future.
Please do not hesitate to let us know should you have any further questions or concerns.
If you have any further questions, please contact technical support or leave a comment at the bottom of the page.
Our sincerest apologies for the connectivity issues. I was following up on questions remaining on the support center, and I noticed that your question had yet to be answered. Here is the formal response to the current issue:
Hello ,
Thank you for contacting us.
We are very sorry to hear that your website/s was affected by the connectivity issue that some of our customers in our West Coast Data-center experienced. We want to assure you that we do understand that any period of downtime is unacceptable for our customers and know first hand how important it is to receive reliable service. The incident on Tuesday 07/31/2012 was related to a problem that occurred following a period of unplanned maintenance preformed by our data-center facility itself on their equipment. Unfortunately, due to the nature of the issue it was not possible for us to be be prepared or plan for a failure on the part of our trusted data-center partner. The restoration of service for all affected customers was much longer than we were initially told and as a result it generated a number of calls, chats and emails much like yours from other customers concerned about their websites and asking when it would be back online.
Our senior Admins are working with our data-center faculties staff to determine the ultimate cause of Tuesday's incident and to ensure incidents like this to not happen again in the future. Additionally, we are reviewing our entire internal process for handling and addressing issues of this nature so that we can provide greater transparency to our customers. Please keep in mind that if for some reason you are not able to reach us by phone or chat that you can still check out our Support Center for updates as well as Twitter and Facebook where we will post updates for any serious outages.
Support Center Server Status: http://status.inmotionhosting.com
Follow us on Twitter: http://twitter.com/InMotionCares
Find us on Facebook: http://facebook.com/InMotionHosting
Again, we thank you for your continued patience and understanding and we want to assure you that we will continue to work to ensure issues of this nature do not occur in the future.
Please do not hesitate to let us know should you have any further questions or concerns.
If you have any further questions, please contact technical support or leave a comment at the bottom of the page.
Regards,
Arnel C.