I’m soooo embarrassed and can’t express my apologies to you enough.
On February 17th during the early morning hours our server literally died. It didn’t crash, the hardware actually ceased to function. As a result of the hardware failure our daily back up was corrupted and we lost everything. Fortunately the last backup pre-hardware failure on the 16th was successful.
Needless to say we have now upgraded to a server that has all the bells and whistles with backups, more backups and then more virtual backups.
Unfortunately, all the customer support tickets submitted between the 16th and yesterday around 3:00pm Eastern have been completely lost. I sincerely apologize if this has inconvenienced you in any way.
My team has literally been working around the clock to rectify the situation and get everyone taken care of. It has been all hands on deck since we figured out what happened.
Thankfully the majority of the tickets were answered but if you needed further assistance please re-submit to our new customer support system Zendesk, that we’re now using to ensure this does not happen again.
You can submit your questions here from now on:
support@drivingtraffic.zendesk.com
Thank you for your patience and level of professionalism in handling this situation. I consider myself to have some of the most savvy clients and consider myself very fortunate to work with you.
Thank you and please accept my sincerest apologies,
Ryan Deiss
P.S. For those of you who are contemplating housing your customer support system on your own server, Zendesk is a solution you may want to check out as well. Having scripts like our previous customer support ticket system can make life much more difficult.
Needless to say I’ve been researching this even before the death of our server, and Zendesk is a great online application that does not hinge on nothing ever going wrong with your own server.
To learn more about Zendesk you can check it our here (this is not an affiliate link):
http://www.zendesk.com
I figure if you can head off any possible fires by learning from our experiences then this while very untimely and inconvenient was an educational exercise.
Wed, Jul 29, 2009
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