Re: Re: E****** apology

[Ian Lowe <ianlowe@xxxxxxxxxxxxxxxxx>]

On Thu, 2005-11-24 at 08:57 +0000, patrick_o_matic wrote:
> The principle problem with the eclipse failure seems to hinge around
> their monitoring system.=20

got to agree here - for me, the problem hasn't been the outage: I see
that as just the sort of technical voodoo that's going to hit an
operation... and lets be honest, at =C2=A325 a month, I know I am not
payin=
g
the appropriate level of cash to have guarantees of service level etc.

The real problem has been the customer handling - lack of feedback, non
available tech support who appeared absolutely clueless and the "it's
only a few users" nonsense: we had a total of 18 sites that we know
about/support who were down - and none of them came back until Tuesday
evening.

I really dislike the idea that they are playing games to save face,
rather than come clean about the scope of the problem.

Ian.

ps> it is of course, possible that the folks here on ukha, and my
friends/customers just happened to all be in the "small number of
users"
that experienced the problem right through till tuesday... but that's a
little unlikely.