System Failure

As many of you, my valued customers know, our services went down this March leaving you without the leads you need and costing us valuable time and money. This frustrating and slightly disconcerting experience started and ended with a GoDaddy system failure that left me, and you, unhappy with their service and in the dark until someone turned the sites back on. Sadly this is not the first time this has happened with the giant hosting provider, though the majority of occurrences go unrecognized and unchallenged because they happen to consumers like us on a smaller scale.

GoDaddy Colossal Collapse

In September last year however, GoDaddy had a colossal collapse that left hundreds of thousands of websites and email accounts in a state of flux. On September 10th 2012, the entire GoDaddy network ended up collapsing due to a system glitch and it took about six hours for the company to get it is servers back up and running. Interestingly there had been warning signs for several days prior to this shut down with intermittent slowness across the network. Then at 10:20am PDT a complete blackout of several hundred thousand emails and websites ensued leaving many questions and sent the engineers at GoDaddy scrambling for answers. All the while, business that depends on the company for their own revenue sat in the dark for six hours attempting not to measure the losses being accumulated by the minute.

For me, being on the web and being live is my business and it is my livelihood. This is where I interact with my customer. It is my showroom floor and my executive office. This is where we make or break our business every day. Having random and uncalled for delays in the service or even worse having a system glitch that takes down my site is akin to having my store burned to the ground for a day, taking away my ability to do business and adversely affecting revenue streams while some paid by the hour tech is still getting paid to fix it when they actually find out what the problem is. Additionally since my customers also depend on our highly valuable leads to dispatch their sales teams, even more revenue was lost on that front.

My question is, “Should companies like GoDaddy have a duty to their customers to protect the sites and guarantee the revenue that they (GoDaddy) costs us when their core business, websites and emails, fail due to internal reasons?

If you are served bad food at a restaurant you get a replacement, and there are laws against selling a lemon. Perhaps it is time that we had laws and insurance for companies that provide the lifeblood of today’s ecommerce?