Ninja server

[Vineger]

Is there a reason why customers aren't notified of upcoming server moves? Apparently, the Ninja server was switched over last night, which has broken all of my email services (ticket # 13062686), and I had no idea until I tried to check my email this morning. Had I known about the server move last night, I would have monitored my accounts to ensure they stayed in good working order, but instead I have missed whatever was sent after about 10pm last night. And apparently, technical support's answer to missing email is "If it bounced, the sender can resend it later," which is unacceptable to me.

[JPC-Bilal]

We are sorry for the inconvenience caused. We did post about this migration on Forums and we keep it updated with the status. For details you can check the related forums thread.

Regarding email issue, it has been fixed and I have updated your ticket. Please follow up there. Thank you.

[Vineger]

Thanks for the speedy, professional help from technical support. I appreciate it!

I would like to suggest, however, that you have some sort of automated message sent to customers when you are working on their server. Just letting them know something to the effect of "We're working on your server from this time to this time, expected downtime will be x minutes. If you have any issues more than x time after we are finished, please contact support." I think that would be a major help in calming customer's fears/anger.

[JPC-Bilal]

You are always welcome :c)

We do send maintenance notices for all planned maintenance, and normally for such emergency migrations as well. It appears in this case only forum updates were given and maintenance notice was missed. We will make sure staff do not miss in future. This was more of a emergency case where the server went down and then we started seeing issues and same time arranged emergency backup hardware and started migration and kept the related thread posted.