The other day, I was talking about having problems. It transpires the entire service has been in trouble for some days now. To cut a long story short, SixApart's TypePad service has grown too fast for its own good and the company's made something of a hash of moving to increased capacity. That meant millions of sites were down for several hours and not for the first time.
One member of the blogerati, Steve Rubel, said:
"Everyone who has issues with customer service from time to time should take a page from Six Apart's blogging playbook...yet the CEO took the time to email me."
Nice when you get preferred treatment. No-one else records getting email - I didn't. And as a result, SixApart is taking a hammering. Not over its attention to public worry, but for three reasons:
- Users want service, an explanation can follow but timely information is useful
- Unless you know where to go, you've got no information to work on from the main SixApart site
- The selective treatment thing kick started a fair amount of ire
The fact is the outtages were avoidable. When you're growing as fast as SixApart you've got to plan ahead. This is one of the problems with today's technology. The people running some of these companies may be brilliant technicians but they just don't have the experience to solve 'grown up' problems. Many of the outtage issues can be avoided altogether by using a different platform like WordPress - which is free - and a reliable hosting partner like TotalChoice Hosting.