(This article was originally posted on ZeHosting.com on September 23rd 2010)
I’ve been holding off releasing the ZeHosting blog since May because I couldn’t get myself to write the first blog post. To me, it was important that the first post was done correctly in order to set the tone.
Fast forward a few months and there’s still no blog. Better yet, we just had a massive outage and I need to communicate with my customers something that’s longer than 140 characters. So here I am, writing the very first blog post, and it’s about compensation for last Monday’s outage.
If I learned something in the last 10+ years, it’s that I talk too much and it bores most people so I’m gonna try and keep this as short as possible and spare the details. I’ll gladly put those up in another post for those who want to know.
Because last Monday’s outage was ridiculously long and because any outage at all is unacceptable, we are giving each and every user affected a free month of service. Simply create a support ticket in our support portal and we will apply the credit on your account.
Please note that if you pay your ZeHosting bills using a PayPal subscription, it’s going to be a little bit tricky since there’s no easy way to modify a subscription for just one month. Right now, the plan is to suspend the subscription for one month (which involves us manually suspending and manually restoring the subscription) but if you pay per every 3, 6 or 12 months, then that’s not going to work. We’ll deal with those issues on a case-by-case basis and we will find a way to accommodate everyone.
Every company we work with will tell you that I’m probably one of their most demanding (and sometimes, annoying) customer. I’m pretty intolerant for bad customer service, BS excuses and crappy service. I’ve never been afraid to complain and I believe that’s how it should be. That being said, I keep the same mentality in my own companies. Our customers deserve nothing but the best and no matter the reason why it happened and whose fault it was, what happened Monday (and again Thursday afternoon for almost 2 hours) is absolutely unacceptable and down right outrageous; considering that it’s the exact opposite of what people pay us for.
Rest assured that everyone at ZeHosting is working on solutions to avoid these kind of problems in the future. We’re not perfect but I’ll be damned if we don’t do everything we can to get as close to perfection as we can.
Thank you very much for you continued support. If you have any question or if you want to contact me directly for any reason, you may do so at:
(Wow… So much for making a short newspost)