Friday, January 11, 2008

The MuchLoved is still down

Dear Leyona,

I am writing to update you on progress following the serious server problem
that happened at the weekend by our hosting partner. I also want to
apologise again for the continuing downtime for which I am deeply sorry.

The initial problem was a misconfiguration of our server by our hosting
partner, however it is taking considerable time to resolve and we have had
unacceptably slow service by our host in carrying out their necessary
maintenance work.

In conjunction with our technical team I have therefore taken the decision
to move our hosting partner as soon as possible to Server Intellect
(, a company we already have a relationship with and
who are also a Microsoft Gold Certified partner.

This does mean that the downtime will be considerably longer than hoped as
this transfer requires considerable work and we will have a message on our
homepage later today giving more details on this. I am
afraid that my technical team can only commit to a date of Friday 25th
January at this moment in time to complete this transfer. We fully
appreciate that the downtime will already have caused a loss of confidence
in our service and, however disappointing this news, we do not want to
announce any revised date that we can not keep to.

The alternative was to resume service on our current host (which we have
used without problem or concern for the last year) by early next week. Due
to the serious nature of the problem that incurred last weekend however,
which has highlighted problems in their systems and service response, I just
felt that before we went live again we had to be totally sure that we could
not suffer a repeat problem. I ask for your patience as a result of making
this decision which I am sure is in the long term interests of all our

I will email you again mid next week with progress and I have asked my
technical team to also update the homepage message with details of progress
with the hosting transfer every few days,

With sincere apologies once more,

[Leyona - I'm particularly sorry as I know your tribute is linked to your
online story and so these further delays will be very frustrating for you.
Our current host has been reliable for the last year but the server problem
has really concerned me as to their processes and systems and I can't risk
any future problems as your tributes are so important to you. I hope you can
bear with us whilst we make the change and massive apologies again - jon]

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