For those of you who haven’t heard, Navisite bought Albanza, one of the largest web hosts in the country, in August. They announced in October they would move the majority of their servers to a new hosting facility in Andover, Ma, from the existing Albanza location in Baltimore. After several emails outlining their plans, and several delays, they started the move last Friday, with a stated goal of being 100% complete by Sunday.
The next step will be to figure out how to mitigate customer dissatisfaction, particularly for those that have been out of business for days.
On social networking sites such as Digg.com, customers have been lamenting the NaviSite outage that brought down an estimated 165,000 Web sites as the result of a botched data center migration. A number of customers are calling for lawsuits, some claiming their business has been ruined in days of a continuous outage.
“I am one of the many business[es] whose Web site and email are still down because of NaviSite’s incompetence,” wrote Joseph Sherman, on Digg. “Millions of dollars are being lost by many different companies because of NaviSite. There should be a class action lawsuit or some legal action taken to compensate those companies for the loss of revenue.”
“My site is still down,” wrote another Digg poster. “When will the compensation be paid?”
Rathin Sinha, NaviSite’s chief marketing officer, said the company has legal council prepared to answer any questions of liability.
Apparently they should have told us *which* Sunday they meant. It’s telling that while they’re talking about compensation, they’ve also “lawyered up” as they say. Hint: if you want to rescue your business, you should be thinking marketing and incentives, not lawyers and litigation.
I have about 15 sites that are hosted there. Most started to come back up on Tuesday. Since then, they’ve been up and down, all around like a ping pong ball. However, my largest site, Reel-Time.com, has been down now for almost a week. And all support requests are met with “We’re looking into it now.”
The truth is that while my hosting co, One World Hosting, may tell me their looking into things, they’re not getting any information from Navisite. In fact, while I kept in contact with my customers during the outage, explaining to them what was going on, information coming from Navisite was virtually non-existent, and apparently completely dried up on Tuesday, when they literally turned their phone system off to avoid the deluge of screaming customers.
At this point, I am just looking forward to getting back onto the server to get a final good back up, prior to relocating to a server over at 1and1.com. It’s too bad. I really like One World, but I can’t in good conscience remain with them while they’re at the mercy of Navisite. And I’m not the only one.