Więc tak. Jeden z serwerów, którymi się opiekujemy w VolumeDrive zniknął z sieci. Zniknęła także ich strona, pierwsza myśl: pad łącza. Jak się okazało - trafna, bo łącza faktycznie nie ma, ale wiadomość e-mail którą chwile później otrzymaliśmy nas... zagięła:
From: Guy Hopkins <GuyH@burst.net>
Unfortunately, due to a recent situation with VolumeDrive, your server is likely currently offline. BurstNET may be able to assist you in the matter, if by chance we still have your server in our possession, or can set you us a rush delivery replacement server.
VolumeDrive was scheduled to relocate to our brand new facility here in PA, moved about 20% of their stuff in, put the rest of their stuff in another truck, and never showed up with the remainder at our facility. We tracked them to an office building about 20 miles away, and we assume the rest of the stuff is relocated there, and we saw all their cars and staff outside the building to confirm it. After 24 hours, they do not even have their own website online, so we question whether they will get anything online at all, and how they are going to explain the 300+ servers they left down in our facility with live clients on them.
We do have a percentage of the servers they hosted, that they simply left behind, and are more than happy to accommodate you if possible. Even if we do not have the physical server we would be happy to rush build you a new machine and have it online as soon as possible, running in a company that has been in the industry for 23 years, and is not going anywhere soon. The first step in getting your server back online would be opening a ticket to firstname.lastname@example.org in which we will provide you with the steps for transferring service to us. We empathize with the inconvenience this has caused you, and want to do whatever we are able to get you, and your end clients/users/visitors, back online as soon as possible.
Please contact email@example.com ASAP, and we will do our best to assist you in your time of need here...
Thank you for your time.
Oczywiście strona VD, jak wcześniej wspomniałem, leży - maile i system ticketów też. Ale udało nam się znaleźć działający numer telefonu (001 570-565-9829). Zadzwoniłem, pogadałem... I znowu opad szczęki:
[VolumeDrive automate] Hello, please say your name after your tone and we will try to connect you[Me] ...[VD] Hello, ....[Me] Hello sir, I'm from <company name>, we have bought a dedicated server from your company, and we have a problem with it. You probably know what I'm talking about.[VD] Yes, we're currently at migration process, we're migrating to a new facility, and we're bringing our new facility online, ETA is tomorrow evening, everything should be up and running, and we will be racking servers.[Me] So tomorrow, yes?[VD] Yes, tomorrow evening, <timezone name, i didn't catch that>[Me] That's weird, because BurstNET is sending e-mails to your customers, that a truck containing a big part of the servers has been lost about 20 miles away from the facility - a truck, including our servers, of course.[VD] Uhm... What's your server number?[Me] <gave guy the server number>[VD] <number>? No, they don't have that server, we have that server.[Me] You have the server... so it will surely be up and running tomorrow, yes? You sure about it?[VD] Yes, they're are very <some adjective, didn't catch that again> provider, and they're very upset that we're opening a datacenter near theirs, and they're trying to steal our customers. Nothing more, nothing less. They're very <the same adjective again>, and they're trying to compete. So, we're restoring access for tomorrow evening, everything will be fine, and they certainly don't have your server.[Me] I know they don't have our server <they've sent us an e-mail about it>, but then here comes the question: where did they get our customer credentials then?[VD] They have taken our customer billing database, and they're trying to reach out each of our customer, and contact them, and scare them into the fact they have their servers, and run them into their own services.[Me] Okay, so approximately, how much time will it take to bring everything up tomorrow? You know, a more precise ETA.[VD] Okay, We expect to start racking servers in late evening tomorrow<I just asked a few more question about the ETA and then the conversation finished>
Więc nasuwa się kilka pytań (na które odpowiedzi od was rzecz jasna nie oczekuje, z chęcią poczekam na oficjalne stanowisko):
1) oczywiste pytanie: kto mówi prawdę, a kto kłamie?
2) skąd w takim razie burstNET ma bazę klientów VolumeDrive?
3) ... czyż to nie piękny sposób na walkę z konkurencją? :-)