We want to start by offering our sincerest apologies for the recent outage that went unreported and unfixed for too long. We understand that you deserve more from us, and we are committed to making things right.
We understand that this downtime occurred on the heels of another network issue we had last week, and we are aware that this is a poor timing of events. However, we remain steadfast in our commitment to do better and provide the best possible service to our customers.
What happened today was simply a maintenance and software update gone horribly wrong. During the update, an issue arose that was not recognized by our reporting system as a “521” server error. We take full responsibility for this oversight and are already working to re-evaluate our monitoring stack to ensure that such incidents are prevented in the future.
In order to do better, we have a game plan in place. First and foremost, we will be introducing a new support system and knowledgebase to improve our service to you. This will include quicker ticket response times, 24/7, instead of limited live chat hours.
We will be onboarding an outsourced sysadmin team to help with the load and management of our services. This will help us reduce support query times and increase issue response times for a better overall experience for our customers.
In addition, we will be expediting the rollout of NGINX and FastCGI Ryzen servers for customers who opt in, for a more stable and faster service. Finally, we are actively exploring options for data centers with more reliable networking solutions, to ensure the highest level of uptime for our customers.
Once again, we are truly sorry for the recent outage and any inconvenience it may have caused. We are confident that the steps we are taking will lead to a better, more reliable service for all of our valued customers in the long run.
Sincerely, Ned
PixelHost