{"id":1277,"date":"2009-07-08T00:00:00","date_gmt":"2009-07-08T00:00:00","guid":{"rendered":"http:\/\/otava.test\/hosting-downtime-and-the-customer\/"},"modified":"2009-07-08T00:00:00","modified_gmt":"2009-07-08T00:00:00","slug":"hosting-downtime-and-the-customer","status":"publish","type":"post","link":"https:\/\/www.otava.com\/blog\/hosting-downtime-and-the-customer\/","title":{"rendered":"Hosting Downtime and The Customer"},"content":{"rendered":"

<\/span>Yan Ness weighs in on the discussion surrounding Rackspace’s recent outages<\/em><\/span><\/h4>\n

<\/span>The Poor Customer<\/span><\/h3>\n

You can\u2019t simultaneously stand up for Rackspace’s (RS\u2019s) and claim you\u2019re customer-centric.<\/p>\n

We feel terrible for the many customers who were promised and sold uptime (self-healing networks, world-class data center etc.) only to have power to their servers lost. Our hearts go out to them. We do not feel sorry for RS and we think it\u2019s an arrogant and self-centered to do anything but talk about the appropriate damaging of credibility to the entire industry.<\/p>\n

Every vote of confidence for RS in this event is a vote AGAINST the customer and against the industry as a whole. We as an industry have to hold ourselves accountable for uptime or the entire industry will wither.<\/p>\n

It\u2019s not just RS customers who suffer when they have an outage. All of us lose too. How? Because the pie (the market) is growing faster than any of us can take clients from each other. That\u2019s the good news. Unlike really competitive industries (airlines, telecom, automobiles) we don\u2019t have to worry too much about trying to eat each others\u2019 slice of the pie when the pie is growing. So, when RS, the \u201cgorilla\u201d in the industry, with by far the largest balance sheet on the planet in this market has multiple power outages, everyone asks \u201cMaybe we should bring our servers back in house. Heck if RS can\u2019t deliver power reliably how can anyone else? Maybe it\u2019s just not a good idea.\u201d The pie stops growing and all we can do is begin to go after each other\u2019s slice of the pie.<\/p>\n

When the biggest dedicated provider of managed servers to the world can\u2019t keep the power on the entire industry hurts. We should be irate with RS and their failures, not apologizing for them. I feel sorry for their customers but not for RS.<\/p>\n

So are we pissed at RS? Yes. Should they be incredibly contrite, apologetic to all us competitors and all our clients as well? Yes. Without customers, there is no RS, no Online Tech and no managed hosting industry.<\/p>\n","protected":false},"excerpt":{"rendered":"

Yan Ness weighs in on the discussion surrounding Rackspace’s recent outages The Poor Customer You can\u2019t simultaneously stand up for Rackspace’s (RS\u2019s) and claim you\u2019re customer-centric. We feel terrible for the many customers who were promised and sold uptime (self-healing networks, world-class data center etc.) only to have power to their servers lost. Our hearts go out to them. We do not feel sorry for RS and we think it\u2019s an arrogant and self-centered to do anything but talk about the appropriate damaging of credibility to the entire industry. Every vote of confidence for RS in this event is a vote AGAINST the customer and against the industry as a whole. We as an industry have to hold ourselves accountable for uptime or the entire industry will wither. It\u2019s not just RS customers who suffer when they have an outage. All of us lose too. How? Because the pie (the market) is growing faster than any of us can take clients from each other. That\u2019s the good news. Unlike really competitive industries (airlines, telecom, automobiles) we don\u2019t have to worry too much about trying to eat each others\u2019 slice of the pie when the pie is growing. So, when RS,…<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"other_category":[],"class_list":["post-1277","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"acf":[],"yoast_head":"\nHosting Downtime and The Customer | OTAVA<\/title>\n<meta name=\"description\" content=\"We feel terrible for the many customers who were promised and sold uptime only to have power to their servers lost. 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