Two Years - Score 8/10

[kevinsh1]

Heya folks, just thought I'd give my two cents.

I've been a HostGator customer after moving my client's sites from <brand x>. 99% of the time, everything is fantastic, and my customers are happy ones; granted, I don't have a huge amount of sites here, but they are important clients.

However, we did have a brief outage today, about 15 minutes, where all my sites were unavailable. No problem, that's to be expected (I have over 20yrs experience in Executive IT Management) from time to time, here in the real world.

What I do hope someone reads and passes on somewhere, or decides to "do the right thing" about, is the fact that we're expected to watch the HostGator forums for maintainance windows and other downtime. That's a bit 1985.

I know you have my email address - you send me an invoicing reminder once a month If I have advance notice (where possible, emergency outages are emergency outages, it happens), I can warn my customers, and in turn they are very happy. For this very reason alone, frankly, I will not be moving my Windows clients to HostGator, until this is resolved.

Thanks, keep up the good work, let's make it great though


Kevin

[GatorDHanna]

Kevin,

We're working really hard to increase the number of ways we provide updates and information about outages (both scheduled and unscheduled).

For that brief outage you experienced today, we provided a lot of updates over Twitter (our Twitter account can be found at http://twitter.com/hostgator) and we got a lot of positive feedback about that. Our new billing system will also have a much better email notification system built into it, which should help as well.

So, you can hopefully rest assured in knowing that we are definitely working on improving the way we communicate outages and other issues to our customers.

Thanks for the positive review and for your honest feedback!