Originally Posted by Brad Mitchell

Hi David,

We take posts and feedback like this very seriously. It's always our goal to provide quick and accurate technical support. While this is typically the case, infrequently mistakes are made by people. We take pride in owning these mistakes if they happen and in providing a truthful, honest discourse with our customers. I'd like to provide some of that transparency here since we are having an open discussion.

I'm typically not keen on pointing fingers, but I feel the need to clear the air here. The broader, outage inducing issue that you faced was not brought about by lack of action from our team. Our technical team made the appropriate changes to files as necessary to support the changes you were trying to make. We performed these actions quickly and accurately, verifying our work after it was complete. The files in question were subsequently overwritten by your team via a git code push. Your team then raised a separate support ticket indicating that some thumbnails were not loading and that they suspected there was a CDN issue. Our team jumped into action and began diagnosing this issue.

I absolutely would have liked to have seen a faster resolution to your problem. I would have liked for our team to have provided you with more transparency on what they were working on behind the scenes. In a perfect world, this could have been a very quick fix. We didn't immediately jump to the conclusion that our customer had overwritten critical site files with incorrect values.

We've worked together for quite some time now, and I would expect that you would be familiar with the many ways in which you can contact us or escalate an issue. Starting a post on a forum isn't solution oriented or even the fastest way to resolve an issue. I am, however, glad that we are having this discussion so that others are able to recognize just how accessible our team is. Our team is available via the traditional ticketing system, but they are also available via phone 24x7. Our phone number is readily available on our website and every technician signs their replies with their direct extension (management team members include their mobile numbers). Additionally, you can raise an alarm by logging into our secure support portal and pressing the "emergency button" that pages all on-duty staff members. When this happens, it's expected that our support team has eyes on the issue within 60 seconds.

Sincerely,

Brad