As everyone knows, TypePad has had another massive outage this past week – this one in connection to a data center move. The Six Apart gang burned through a large amount of goodwill just a few weeks ago with another outage. In an interview, one of their techs lays it out:
The first is our status blog which is our first line of defense and the first place you should check if you ever have a question as a TypePad user. It honestly is probably not nearly prominent enough to find and that’s something we are going to be remedying.
I wish they’d link to their status blog on the front page – above the fold. Most of the clients that emailed me didn’t know to go to status.typepad.com to get the latest details.
Other major web services also were down this week: Delicious, Bloglines Flickr… hell even my own webhost had to reboot a server last Sunday.
I’ve also received lots of emails from users pissed off at the unresponsiveness of the tech support team. I think tech support and customer support are the silver bullets these days. Features are great. Ajax, APIs and Web 2.0 is nice and warm and fluffy. But if it doesn’t work it doesn’t work and users don’t care – they just want it to work.
There’s been allusions to eBay’s early days and outages but c’mon folks – didn’t we learn anything from the crazy 90s? I get frustrated for the users and frustrated for the admins.