| comprug wrote: |
| It was shot down by the Change Advisory Board, but we will re-submit the request. |
We don't want to hear about your bureaucracy. We as customers just want results. I'm sympathetic if there's a real reason why HostMySite has had problems, but as customers we came to HMS in part because things got done without a bureaucracy getting in the way. In the midst of a disaster, a bureaucracy has no place. |
Comprug, I don't think you read that correctly. WhiteSites suggested we take the SAN outside and beat it with a bat when we had the problems, and Brian responded somewhat lightly about why we didn't. Of course had we done that we would have never gotten your data back...
In all seriousness there was no bureaucracy involved here - when the outages happened we worked closely with the vendor (Pillar) in order to get the SAN back online as quickly as possible as some of the issues were outside of our scope to resolve. They were aware of this being mission-critical (after all, their SAN is advertised as a 99.999% uptime solution) and understood the severity of the situation, working as fast as possible to get it back online. Unfortunately when working with datasets as large as a SAN is capable of some things simply cannot be done quickly.
It's worth noting that even before this situation arose we were already working on replacing the Pillar system with it's EMC counterpart - this simply heightened the necessity and made it top priority for us. We should have all of our SAN-dependent systems transferred to EMC by the end of the year; with client-facing solutions being finished no later than next month, I believe. Clients that suffered seriously due to the last two outages being given preference in relocating first, obviously.
