Great communication from @Assistly re: downtime
SaaS services are always going to have some downtime. What usually matters most to customers is the way the company responds to it.
Here's a great example from Assistly. Transparent, open, and humble.
From: Brad Birnbaum <brad@notifications.assistly.com>
Date: Fri, Nov 11, 2011 at 11:34 AM
Subject: No Excuses
Dear Justin,
I’m the CTO of Assistly. Over the past three days, and at least two other times during the previous weeks, Assistly has experienced lengthy service interruptions. This has undoubtedly interfered with your ability to deliver great service to your customers. I wanted you to hear from me directly, explaining what happened and what we are doing about it.I assure you: When the system we’ve worked so hard to build causes pain for our customers, my whole team feels it. Your success is our success; nothing is more important to us. Getting Assistly running reliably for you is the highest priority for the entire company.
On Wednesday of this week, our search clusters started behaving erratically, which caused Assistly to be unresponsive to you. Assistly relies on the search engine to maintain real-time filter updates, search for cases, and to power the Help Center searches. In short: when search is down, Assistly is down. The complete details that caused the issue, and the specific steps we are taking to correct it, are here.
This is how seriously we are taking it:
- We’re not making any excuses. This is simply unacceptable.
- We’re working around the clock to resolve the problem.
- We’ve escalated this to the highest ranks within Salesforce. They are the leader in cloud computing and they are pulling out all stops to help us stabilize the system.
- We will be transparent as we work to a resolution. Updates will be via @AssistlyOps, on the Assistly blog, and on http://status.assistly.com
We are experimenting with a real-time status board which you can visit at any time via http://status.assistly.com. While still in beta, we will continue to perfect the data that appears on this status board so that it becomes a reliable and instant source of information for you.
I hope that you will stick with us, as I am confident we will solve all of these problems. But more important to me is that you are able to serve your customers. If that means you need our help in making a transition, we will act as your partner and make it as smooth as possible. There is no higher value than trust, and we have certainly been testing your trust in us. I know we have let you down. I hope you will give us an opportunity to make this right and win back your confidence. Please reach out to me directly if you have any questions or if I can help you with more information. Sincerely, Brad Birnbaum







