They suffered a massive power failure today which meant that a large number of their customers’ sites were unavailable for around four hours. Right now, their status blog entry detailing this problem (and how the repairs are coming along) has 159 comments.
Most of these comments are of the frustrated-yet-understanding variety. A worrying number of them are terrifyingly puffed-up with their own sense of self-importance. And far too many are threatening to move their operations to another hosting provider.
Having worked as a system/network administrator for a while, I know exactly what Ed and the guys at Hosting365 are going through, so I sympathise completely. I’ve had those awful days where the worst thing that could possibly happen actually happens and you’ve got angry customers demanding a full report on how the problem happened, what steps you will be taking to fix the problem and how you will prevent this happening in the future while you’re focusing all of your efforts on just restoring a basic level of service. Horrible days, to be sure, but they have their uses.
To those people who are thinking of moving away from Hosting365 I say: stop. If I was using Hosting365, I would not switch to Blacknight now precisely because Blacknight haven’t suffered from something like this — yet. Whereas, I’ll bet you €100 that, after today, Hosting365 will be putting all of their attention into their reliability, focusing how to make sure that something like this never happens again.
And to those people that are complaining about their mission-critical services running on Hosting365, I say: well, I don’t know what to say without sounding rude. I’ll just say that if I was a reseller and it was my ass on the line, I’d make sure that my ass was covered. From a business perspective, a secondary server (from a different hosting company) is cheap as chips and worth its weight in gold when your primary server suffers from extended downtime.