Message from the President
Category: Aplus.Net
Dear Aplus.net Customer,
On Wednesday, October 28, 2009, Aplus.net experienced a system issue related to domain name records which caused an interruption of services for a select group of customers. The issue was remedied shortly after discovery by our technology group; however, it is possible you may still experience an interruption of service until the required 24 hour propagation period passes. Our team has discovered the source of the error and put the necessary measures in place to prevent future occurrences. As a secondary impact, you may have experienced longer than usual phone or chat wait times due to the increased volume. We apologize for this inconvenience.
Going Forward
Your web service is currently scheduled to be upgraded over the coming weeks. The new Aplus.net has undertaken a research and development program in excess of $5 million dollars a year, with the single mission to provide more dependable and valuable services to our customers. The new architecture allows for a number of improvements, including the ability to run both UNIX and NT applications on one hosting platform, and a clustered server environment which provides greatly improved response time and redundancy. In addition, the upgraded architecture will allow you to take advantage of other new applications that will be made available to you over the coming months and continually into the future.
We greatly appologize for any inconvenience you may have experienced. Once you are upgraded to our new platform, we are confident you will be impressed with the improved performance of our web hosting, email and other web service applications specifically designed for small and medium sized businesses. Stay tuned for future announcements on our new web services in the coming months.
If you require any additional assistance, please contact our Technical Support team at 1-877-275-8763.
We again apologize and I offer you my personal commitment that we are focused on providing the best customer and web service value available on the Internet.
Thank you.
Best regards,
Peter LaMantia
President
Aplus.net
As of 10:30 EST my mail is still be bounced back to the recipient. This is my business and I need to know what is going on.
I look forward to an immediate response.
Augustus Butera
212 352.9119
I understand accidents happen but as a marketing communication professional I expect more from the people with whom I do business.
I found out yesterday from a customer that emails to me were not getting through … why didn’t I find out from you that there was a problem?
To further complicate matters, emails sent between me and my staff aren’t even bounced back. They just disappear. As a result, I missed an important email from a co-worker that cost me business. Not until this morning’s exclamation of “What do you mean you never got it!?” was heard did she know it didn’t go through.
I couldn’t get through to support because your phone lines were busy and your online chat was not working … why weren’t you updating your twitter accounts and responding to Tweets directed at you? Why didn’t your Twitter account tell people there was an explanation on your blog? (I happened upon it by accident.)
I called yesterday and was told 24 hrs it will be cleared up. It wasn’t.
I called today and have been told, “we don’t know when it will be fixed….we HOPE in another 24 hrs.”
In my mind, this was handled poorly to say the least. The service you extol as a cornerstone of your business is abysmal.
My site is still down and none of my tickets regarding not being able to install front page extensions are in my see tickets box. It would have been much less expensive for me to just buy another domain name as my computer person has now spent over 20 hours with this issue and he charges $25 an hour.
Ticket ID: 1175972
In response to your company not being able to duplicate the problem i have, I notice this has been not working, have been toldthat is, from any of our computers either on or off our internal network since the October 28th incident.
I experienced problems during this time, and aplus support was wonderful, as always! I hear horror stories about other companies, but in the 10+ years I have been with aplus.net, I have always had quick and helpful support.
Thanks for doing such a fantastic job and offering so many great features!
Kira
Augustus, Kevin, Dr. Belinda, Dennis, and Kira - Your concerns have been heard. I’ve escalated all of your issues to our top escalation manager who will contact you to resolve them. I apologize of the inconvenience. Rest assured your business is important to us.