I understand your frustration completely and am certainly sorry to hear we have lost you as a customer. It is true that some of our customers were not able to access our service for about 48 hours this week. I see you, or someone in your organization, successfully logged in to our service yesterday, Saturday 10/28/2006 at about 10:02 GMT.
Unfortunately, you have only been with us for a couple weeks so you are not aware of the fact that we have had nearly 100% availability since early 2004 when we first came online.
I`m not trying to make any excuses because keeping the system up and running is our responsibility. However, just to explain the situation; one of our DNS service providers, went down, not us, and we were caught off guard by the failure. We reacted immediately but any time DNS changes are made, for any reason, it takes time for the
propagation of the new IP addresses to complete. This time delay is completely outside our control. Propagation usually takes 3-5 days, but can
take as long as 7-10 days. Some of our customers were not affected at all while others had your experience.
We have fired the service provider that failed, brought the DNS server inhouse, and have added more redundancy to this aspect of our complex global network.
Being in the business you are Paul, you know that providing 100% availability of Internet based services is extremely difficult. Otherwise you would have no reason to be in the business you are in. Salesforce.com has had their problems of late and even Google and Yahoo have had periods of downtime. However, our MTBF (mean time between failure) rate is very high. Those customers who have been with us over the years can testify to our reliability.
I offer my personal apology for your inconvenience and if there is anything I can do to make the situation right for you and persuade you to give us another shot, please let me know. Otherwise, please send me a message and I will be happy to refund 100% the fees you have paid. firstname.lastname@example.org