Thursday, April 9, 2009

GoGrid Update from the Founders

After the events of last week, we would like to publicly answer the common questions we are receiving from many of you, our customers who were impacted by last week's network attacks.

What is GoGrid  doing so that this issue does not happen again?
Network attacks are a fact of life on the Internet, though generally their impacts on customers can be prevented. In the past week we have seen large scale attacks on a number of companies besides GoGrid (UltraDNS, Register.com, and The Planet). GoGrid has taken the following actions to better prepare ourselves for future attacks:

Partnership with Cisco
We had attack prevention systems in place that generally deflect multiple attacks each day, but were unable to fully handle the scale and new type of these attacks. We are working closely with our vendor partner, Cisco, and others to identify any known vulnerabilities in their products or our architecture that could weaken our services and defenses.

Network Infrastructure Improvements
Our network team, working with Cisco and a network engineering consultant, has made a number of improvements to our network defense systems, router configurations, and monitoring and alerting systems.  For security reasons, we don't publish the specifics of these changes, but would be happy to communicate with any of you individually if you have concerns that you would like addressed.

What will happen differently if there is another outage?
While we work to prevent future outages and events that degrade service quality, we are simultaneously improving internal and external communications. Some of the steps we are taking are as follows:

Faster internal escalation and alarm procedure
We have refined our internal policies to improve response times so that any employee can ring a virtual fire alarm with immediate response from Networking, Systems and Engineering. The goal is to save precious seconds and minutes.

Improved external communication at http://www.gogridstatus.com
In the event of any outage, the status blog will be updated more frequently with as much information as possible. We recommend that all clients subscribe to the RSS feed from this blog. Please consider GoGridStatus.com as your first resource to learn of any issues affecting your GoGrid service.

Expanded phone and chat coverage
We are accelerating our plans to expand our in-house customer service organization. Once hiring is complete, this group will be available to answer all commonly asked questions (product, billing, sales, account) and augment our existing 24/7 technical support. This means that more people will be available in the near future to answer phone and chat and keep you up to date.

What is the status of GoGrid's 10,000% guarantee?
GoGrid's Service Level Agreement (SLA) documents our commitment to our customers' success.

SLA Credits Issued
Understanding that many of our customers depend upon our product to run their business and expect a high level of service, we issued SLA credits to all GoGrid customers who we knew were impacted by the outage.  The Company was not obligated to pay these credits, but we wanted to extend this quick credit to demonstrate GoGrid's strong commitment to our customers.

What else is going on with GoGrid?

New Service Teams
As of April 1, all GoGrid customers now have their own Service Team. This means there is a Sales Account Manager, a Support Systems Administrator, a Billing Associate, a Data Center Technician, and a Network Engineer all on a team dedicated to your account. The same people (during business hours PDT) will be helping you get the most out of GoGrid, and you can get to know them and they can get to know you and your infrastructure needs. (On call technical support remains available 24/7, our growing in-house customer service team is available to you as well, and both of these organizations report any issues into your assigned Service Team). To learn more about service teams, please visit http://www.gogrid.com/support/service-teams.php

Expanded GoGrid Features
We are listening and responding to your requests for key features as quickly as we can. The ability to save your own image to deploy additional prebuilt servers, or to park the data in cloud storage so you don't have to pay RAM fees when you are not using the server, will be here in the beginning of the summer. Other features and improvements to the portal are in the works as well.

Once again, I wanted to personally thank you for your business as we continue to execute on our goal of offering the most flexible and easiest to use cloud computing infrastructure.

Best Regards,
David Hecht
Co-Founder & Chief Marketing Officer

No comments: