Vox
Well-known member
Rule one of customer service is to keep your customers well informed. Proviso to rule one is don't say anything if the news will enrage your customers more than keeping them in the dark.
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Rule one of customer service is to keep your customers well informed. Proviso to rule one is don't say anything if the news will enrage your customers more than keeping them in the dark.
This is what has me curious. I have run data centers for a large outsourcer and currently host servers in two major data center providers. There is SO much redundancy before the power gets to the servers, I cannot fathom how this occurred. I feel for the engineers and developers, for I have been there trying to restore service after a major disaster. It is NOT a good place to be :(Power surge issues in "proper" datacenters should be rare, if not unheard of, but there's always the 0.0001 percent scenario. If surge suppression failed and multiple pieces of hardware got fried, physical hardware replacement takes time.
I think in SSG's case, they're just using an old/bad service provider. How much redundancy is there in some no name server rack renting place? Probably none.This is what has me curious. I have run data centers for a large outsourcer and currently host servers in two major data center providers. There is SO much redundancy before the power gets to the servers, I cannot fathom how this occurred. I feel for the engineers and developers, for I have been there trying to restore service after a major disaster. It is NOT a good place to be :(
I do know that I will be reviewing my company's incident response plan, offsite backups, and disaster recovery program on Monday. Now I am paranoid...
We are continuing to work to reopen the game worlds. As soon as I know more I will let you know.
We are continuing to work to reopen the game worlds. As soon as I know more I will let you know.
Hmm.... Maybe it's you that just doesn't get it. Having worked in senior positions in procurement for years I can confidently predict that, assuming this is a third party (out sourced data centre) issue SSG are losing precisely zero dollars by not working on the problem themselves over a bank holiday weekend. Why you may ask, because they has written into the contract with the data centre compensation for loss of service, this will not include wages for their own employees to come in over said bank holiday weekend. The compensation figure is set at the top estimates or historical figures for a specified time period. This is usually set at an hourly rate with any part of an hour counting as a whole hour once things are up and running again.I think a lot of you just don't get it... SSG are losing money big time this weekend with additional expenses. They will be trying to solve the issue afap.
You may be correct. While I am glad to hypothesize, I don't want to speculate and have someone say, " Hey, THE TUESDAY DDOSTREAM GUY SAID THEIR SERVERS WERE HOSTED IN SOME DUDE'S BASEMENT!!1!!" For the record, I did not (lol).I think in SSG's case, they're just using an old/bad service provider. How much redundancy is there in some no name server rack renting place? Probably none.
When does reality become information? Because either in 24 hours they have triaged literally nothing or the massive communication problem is exactly that.When does speculation become reality? The idiots don't know, they just react to the sound of another fool banging a drum.
Alrighty then. No eta on the eta.. I really do hope you can figure this out and soon. Two days and my hands are starting to shake.. sweating uncontrollably.. I need my fix.. You do not understand here.. II mean it has gotten bad. I had an actual conversation with my wife. Clean up the yard. This has got to end. My gods man, if this continues I might have to start taking walks outside. OUTSIDE! Wearing clothes.We are continuing to work to reopen the game worlds. As soon as I know more I will let you know.
It's a holiday, wait till tomorrow it seems.I really hope that the people actually working on fixing the problem aren't stopping to post updates here and on DDO's social media pages.
This kind of ties back into the point I was making in a previous post about proper DR plan starting at the executive level and flowing down to all levels of a company.
DR 101 says that you have personnel (usually management or executive level) dedicated solely to communicating with your customers during an incident.
The way my team handles it is thus:
1) We decide which of the system admins/network engineers is best suited to actually fix the problem whether that be doing the work themselves or working with the appropriate vendor support, etc. Fixing the problem then becomes their sole focus.2) We then pick a different admin/engineer to unobtrusively monitor the "fixer's progress". Their primary task is to be the intermediary communicator between the "fixer" and the personnel tasked with communicating updates to the rest of the company, customers, media, etc. They handle translating the technical jargon into layman's terms for the public communications team.3) The public communications personnel takes it from there.
This method makes it much, much easier to provide regular updates on an outage to management and our customers without slowing down the actual fixing of the problem.
From that perspective, I'd honestly expect Cordovan, Tolero, and maybe Severlin to be handling communications to their customers. While Cordovan's provided a few updates, the frequency is a bit lacking in my opinion. Looks like he could use some help from the executive team.
I actually want to thank DDO for being down all weekend. It has shown me other games to play and put my money to.