Tag Archives: mediatemple

On taking responsibility as a customer

Very recently, I began experiencing very slow load times, latency and hundreds of downtimes and on this blog and on HandmadeCloud both of which run on WordPress and are hosted with MediaTemple. The problems reached critical mass when I received an email from MediaTemple stating that:

Subject – Your Databases Have Been Auto-Scaled

Dear Jessica,
(mt) Media Temple’s automated MySQL monitoring systems have detected an increase in database activity for your Grid-Service (jessicadoyle.com). Your databases are now being served from a MySQL Burst Container to help your web applications scale during this surge in activity. These containers are a component of our MySQL SmartPool v.2 that allows your websites to instantly handle intense, temporary bursts of database activity.

And the email goes on to explain in further detail and ends with a short Q&A.

About an hour before receiving this email I noticed my uptime on Pingdom was awful for HandmadeCloud and then the site wasn’t loading at all. Then the auto-scale email came. I panicked and began frantically watching a customary search that I perform on Twitter to see if other MT customers were being effected with this, began contacting alternative hosts, posted in the MT support forums and opened a support request.

Things hit critical mass when MT suspended my account moments after giving my sites the extra juice they needed to keep going. I was dumbfounded and couldn’t understand how my sites were using so much *GPU when I was only receiving an average 500 to 900 visitors per day to both sites combined and was not bursted back in April 2010 when this blog was featured in an Etsy Finds email on the Etsy blog. During that six day period this blog received a whopping 20,000 visitors and it was not bursted into a container. Continue reading

On Your Customers Blowing Gaskets

Why does an issue have to reach epic proportions before a solution that was requested from the beginning and could have been implemented immediately when the problem first arose when the company or person who caused the problem was contacted?

It seems in this day and age the larger the company the more the problems and their customer service albeit great is not at times helpful.

I would never dream of trying to upsell a customer when they are frantically experiencing recurrent issues. I couldn’t imagine saying to Customer Bob after they wrote asking where their order was “Well, that happens sometimes, perhaps next time you should consider purchasing Express shipping. If you need any more help… just let me know.”

In this circumstance Customer Bob likely would have opened a claim with Paypal and perhaps began bad mouthing me on the internet about something that I have no control over which in this case is postal shipping times. Continue reading