"Can't wait to read tomorrow how Smugmug will be moving all of it's business to rackspace or some other competitor, because it was smugmugs fault to trust Amazon with their customers photos."
<o:p></o:p>
Why would they? If you switch providers every time one has a problem, you'll spend more time moving than improving, and will very shortly run out of providers to use. Pick a hosting company - they've all had their outages. You're simply not going to get around it.
Snap judgements typically aren't the best way to run a business. If the SmugMug folks had been at the Amazon offices with torches and pitchforks like you're asking before Amazon even had a chance to do some sort of root cause on the incident I'd see that as irrationality, not ownership of a problem.
So go and find the sob at Amazon who flipped the wrong switch that did such an injustice to you and your business.
I had 10 plus emails today from people wondering what was wrong with my gallery. I told them it was a glitch, trust that the pictures will return and that you'll be able to make purchases as soon as humanly possible. People are more understanding than you seem to trust, explain it's not your fault, blame the people who caused the problem if that makes you feel better, but believe me, if you show distrust in who you do business with, your clients are going to pick up on it and consider if you are not satisfied, then why should I feel safe and secure with my purchase, and perhaps move on to someone/something else.
I understand your frustration, believe me, and when I first joined SM and didn't understand or know how fully I should trust them, I panicked when I encountered the first outage, I was upset and wanted someone to be accountable and it turns out that they were. If you want the guarantee of no outages or technical glitches or errors then you'd better haul all your stuff offline and start travelling door to door. Trust me, this is not worth getting your shorts in a knot over.
You're the one with the panties in a bunch here. I wasn't even complaining. I was just pointing out that guarantees do exist. The fact that it's "the internet" has nothing to do with it. I've had problems with a host before and they didn't say "we're sorry". They said "we're sorry, and here's a 6 month extension to your plan".
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Why would they? If you switch providers every time one has a problem, you'll spend more time moving than improving, and will very shortly run out of providers to use. Pick a hosting company - they've all had their outages. You're simply not going to get around it.
Snap judgements typically aren't the best way to run a business. If the SmugMug folks had been at the Amazon offices with torches and pitchforks like you're asking before Amazon even had a chance to do some sort of root cause on the incident I'd see that as irrationality, not ownership of a problem.
True, you don't abandon them you work with them to improve their equipment, configurations, and processes. It's called vendor management.
<?xml:namespace prefix = o /><o:p></o:p>[/color]
Why would they? If you switch providers every time one has a problem, you'll spend more time moving than improving, and will very shortly run out of providers to use. Pick a hosting company - they've all had their outages. You're simply not going to get around it.
Snap judgements typically aren't the best way to run a business. If the SmugMug folks had been at the Amazon offices with torches and pitchforks like you're asking before Amazon even had a chance to do some sort of root cause on the incident I'd see that as irrationality, not ownership of a problem.
<o:p></o:p> Read the post again and get a picture in your mind of me with my tong jammed into my cheek.<o:p></o:p>
Folks, Onethumb and Wireless are still working on getting things just right. The site's in read only mode until they can be assured of stability. Thanks for your continued patience, whilst we work on this. I'm very sorry not to have a time estimate, but I can tell you that they're working on it right now.
Site's in read only mode, so photos are served up still.
Matthew SavilleRegistered Users, Retired ModPosts: 3,352Major grins
edited July 20, 2008
If I give Smugmug time, I have to give exponentially MORE time to my customers to make up for the hassle...
(At the request of a slightly upset customer, I'll be extending a print sale for an extra week to make up for all this down time...)
...I really think Smugmug should post it's uptime percentage like some hosting sites do. Because, and correct me if I'm wrong, it really feels like we're only getting more and more downtime as SmugMug grows. 2008 in particular has been pretty rough. But maybe I'm only noticing the downtime more because I have far more customers this year? I guess I can't complain. But still...
And know that while I myself am permanently locked into Smugmug for my client gallery hosting, as I've always said, ...I recommend Smugmug to other photographers a lot less, especially the business-oriented.
Im ready to join team SM
I have 5 days left in my trial. I love the service here and after seeing Andy reply to tons of threads (even replying to the mean ones) I can see support is great to. I'll be turning my trial into a membership Monday morning.
Just thought I'd post this to put a positive light on things, great job Andy.
what in the world is going on? i am uploading pics in one window and i open another window and i can't access smugmug anymore. does this mean my current upload is going to get lost in smugvoid?
...I really think Smugmug should post it's uptime percentage like some hosting sites do.
=Matt=
I agree with Matthew on this. Does Smugmug have a SLA/OLA that pertains to Service Availability? GoDaddy has a SA warranty.
I use a tracking server and this is the availability on my account that I received:
This month appears to be rather bad...
Anicca - the Theory of Impermanence: camera changes, photos stay (in Smugmug). About me - one of the the junior siblings in Dgrin family (DOB May 2006).
I agree with Matthew on this. Does Smugmug have a SLA/OLA that pertains to Service Availability? GoDaddy has a SA warranty.
I use a tracking server and this is the availability on my account that I received:
This month appears to be rather bad...
I have no idea what this means - if you'd like, tomorrow, please email it to me ATTN: Andy in the subject line with explanations and I'll reply from there. Thanks!
Your posts (and others) brought a lot of members to Andy's (and SMug's) defense.... hmmm
that brings up another question- does Andy really exist or he just some guys in India with good knowledge of english language and working customer service and doing shifts on this board? I would think the real Andy is loaded from smugmug dough and skimming his yacht in the Mediterranean.
hehe nice!
what in the world is going on? i am uploading pics in one window and i open another window and i can't access smugmug anymore. does this mean my current upload is going to get lost in smugvoid?
Yes, likely - check your gallery, and your upload log (control panel, stats tab) when we're back up.
I noticed that Amazon was doing status updates about every 20 minutes during their part of this situation. You might want to consider doing something similar, that way hopefully you won't be bogged down with constant requests for updates.
Comments
Why would they? If you switch providers every time one has a problem, you'll spend more time moving than improving, and will very shortly run out of providers to use. Pick a hosting company - they've all had their outages. You're simply not going to get around it.
Snap judgements typically aren't the best way to run a business. If the SmugMug folks had been at the Amazon offices with torches and pitchforks like you're asking before Amazon even had a chance to do some sort of root cause on the incident I'd see that as irrationality, not ownership of a problem.
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You're the one with the panties in a bunch here. I wasn't even complaining. I was just pointing out that guarantees do exist. The fact that it's "the internet" has nothing to do with it. I've had problems with a host before and they didn't say "we're sorry". They said "we're sorry, and here's a 6 month extension to your plan".
borealphoto.smugmug.com
woohoo! i am uploading pics for customer!
back in smug heaven!
ps- praying upload completes
True, you don't abandon them you work with them to improve their equipment, configurations, and processes. It's called vendor management.
www.sunglophoto.com
▬▬▬▬▬▬▬▬▬▬▬▬▬
I know and I was saying "Thank You"
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<o:p></o:p>
Read the post again and get a picture in your mind of me with my tong jammed into my cheek.<o:p></o:p>
So are we up for good?
Site's in read only mode, so photos are served up still.
Updates here: http://smugmug.wordpress.com/
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I'm going to venture a guess and say "no" since my site isn't available and the warning is still at the top of the page.
Hustedia.com
Husted Visuals
The Racing Historian
(At the request of a slightly upset customer, I'll be extending a print sale for an extra week to make up for all this down time...)
...I really think Smugmug should post it's uptime percentage like some hosting sites do. Because, and correct me if I'm wrong, it really feels like we're only getting more and more downtime as SmugMug grows. 2008 in particular has been pretty rough. But maybe I'm only noticing the downtime more because I have far more customers this year? I guess I can't complain. But still...
And know that while I myself am permanently locked into Smugmug for my client gallery hosting, as I've always said, ...I recommend Smugmug to other photographers a lot less, especially the business-oriented.
=Matt=
My SmugMug Portfolio • My Astro-Landscape Photo Blog • Dgrin Weddings Forum
I have 5 days left in my trial. I love the service here and after seeing Andy reply to tons of threads (even replying to the mean ones) I can see support is great to. I'll be turning my trial into a membership Monday morning.
Just thought I'd post this to put a positive light on things, great job Andy.
Sorry if I missed the sarcasm. Generally, it's a once-and-done thing. The repeated posts made me think you were serious.
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No harm my photography brother
Sorry folks. More updates as we have it.
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what in the world is going on? i am uploading pics in one window and i open another window and i can't access smugmug anymore. does this mean my current upload is going to get lost in smugvoid?
http://blogs.smugmug.com/baldy/2007/07/17/the-book-that-rocked-smugmug/
(sorry, the image isn't working now but it's for The China Study).
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So shooter... are you really Andy? <img src="https://us.v-cdn.net/6029383/emoji/rolleyes1.gif" border="0" alt="" >
Your posts (and others) brought a lot of members to Andy's (and SMug's) defense.... hmmm <img src="https://us.v-cdn.net/6029383/emoji/mwink.gif" border="0" alt="" >
I use a tracking server and this is the availability on my account that I received:
This month appears to be rather bad...
About me - one of the the junior siblings in Dgrin family (DOB May 2006).
Shooter210 - lay off and give Andy a break - you're a serial pest !!!!
Give us all a break !!!
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cooler than I could have come up with and effective too.
http://www.hatpix.com/down/outage.mg
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that brings up another question- does Andy really exist or he just some guys in India with good knowledge of english language and working customer service and doing shifts on this board? I would think the real Andy is loaded from smugmug dough and skimming his yacht in the Mediterranean.
hehe
Updates, here: http://smugmug.wordpress.com/
I'm really, really sorry we're down
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Andy,
I noticed that Amazon was doing status updates about every 20 minutes during their part of this situation. You might want to consider doing something similar, that way hopefully you won't be bogged down with constant requests for updates.
You guys hang in there, this too shall pass!
David