Web hosting provider SmartyHost has offered
to compensate customers whose Web sites have been inaccessible
after it migrated them to a new data centre last week.
On Tuesday night, SmartyHost migrated several thousand sites
from Primus to
its new hosting provider, Optus.
SmartyHost managing director Anoosh Manzoori said his company
had e-mailed customers the Sunday prior to the migration, asking
them to change their username to a five-digit number, a security
requirement of the new facilities.
However, some long-standing customers had not kept their
contact details up to date, and did not receive the message,
This meant their sites were not available once the changeover
occurred, he said.
"This is not an outage situation, it's an upgrade to a better
"The main problem is on a site-per-site basis where the DNS
"So we have to verify who they are, and change their e-mail
address or other details."
The new system allows customers to update their contact
details in real-time.
Several SmartyHost customers have
complained about the migration to ZDNet Australia.
Complicating matters, global domain name registry VeriSign suffered an outage with its
domain name system services around the time of the migration, according to
This meant anyone making such a change had to wait another 24 hours before the redirected IP addresses would be recognised and take effect.
"The technical problems weren't all under our control," he
SmartyHost also encountered problems with its phone systems
last week, and had asked technicians to restore normal
"We've hired additional staff and have contracted a call
centre to call every customer affected and help them," he
It would take "another day or so" to call all affected
customers, Manzoori said, by which time he expected the issues to
There would also be a compensation offer for those affected,
"We'll be sending a formal letter with compensation on the
monthly account [fee]."
While unsure of the number of customers affected, Manzoori
said it was a "minority".
"We're not sure on the numbers, there's so much duplication in
the support system.
"But we're giving priority to the phone [requests]," he
SmartyHost launched an online chat facility on Friday
to help affected customers contact the company.
Manzoori said another reason for some customers not being
migrated was non-payment of outstanding bills.
The customer migration problems come after SmartyHost made a
bid for the high-end corporate market last week with the launch
of its new SmartyCorp service.
SmartyHost has 25,000 customers and claims to be the number two Web
hosting provider in Australia behind WebCentral.