Transparent Failure

Recently, major hosting provider, 365 Main, suffered a significant outage, which affected a number of high-profile websites.As readers of this blog know, IT-related failures are commonplace.

Recently, major hosting provider, 365 Main, suffered a significant outage, which affected a number of high-profile websites.

As readers of this blog know, IT-related failures are commonplace. What's less common, however, is transparent and detailed disclosure regarding the failure situation and its causes.

365 Main has posted a detailed analysis of the outage, including details of their emergency response and steps they've taken to ensure the problem won't happen again. Here is the message from their CEO:

As I reflect on the last week, I’d like to begin with an extension of our sincere apologies to our San Francisco customers who were impacted by the power incident on July 24th 2007. Because we strive each day to deliver our customers the world’s finest data centers, we are taking this event very seriously.

Addressing customer concerns is our top priority. In the days since the incident occurred, we identified and corrected the root source of the problem and are taking steps to prevent this type of problem from happening again. We are also making our comprehensive findings available to other data centers to try to prevent the same problem from recurring elsewhere.

Denial is often an important component of IT-related failures. So, it's a breath of fresh air to see the guy in charge accept full responsibility.

[via O'Reilly Radar]

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