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Outage: Rackspace could issue up to $3.5M in customer credits
Hosting company Rackspace could end up paying between $2.5 million and $3.5 million in service credits as a result of a service outage at its Dallas data center last week. The outage was the result of "a range of power infrastructure issues," according to the company blog. To surmise, an interruption in utility power caused portions of the Dallas facility to lose power, causing swathes of customer servers to lose power and go down. The last outage there occurred in November 2007.
The company was quick to acknowledge what happened on its company blog, providing transparent and regular updates of the situation. While it has won some praise for its disclosure, the fact that Rackspace lacked the power redundancy in the first place is of definite concern and a setback for proponents of cloud computing.
Rackspace issued a statement assuring its customers: "Although we have had some issues with this data center before, please know that we will do what it takes to improve its reliability and performance."
For more on this story:
- check out this article at Network World
- check out the Rackspace blog
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Comments
By Anonymous | Posted 12:58pm | July 7, 2009
Guess what! As I'm reading this email, they had YET ANOTHER POWER OUTAGE! That's right! Same as the last THREE they've had in last 30 days... except this time our main DB LOST DATA! It finally happened! Thanks, Rackspace. We will definitely be getting some of that credit...
By nbraier | Posted 1:06pm | July 7, 2009
Are you aware that Rackspace had yet ANOTHER massive outage about an hour ago, shortly before your article was posted today? They are currently in massive disarray. Our servers at Rackspace lost connectivity to the internet, Rackspace's own websites and portal went down, their phones were not being answered for 40 minutes and an hour later they have no clue as to what went wrong or how serious the problem is going forward. It would certainly seem from the nature of the problems they have been having (including hours-long failures of their hosted Exchange service which are not even in DFW) that they are not well qualified to operate a major data centre!
By paulmah | Posted 1:13pm | July 7, 2009
Gosh, this is sounding like they have some major problems on the back-end. Anyone else here who have servers that are hosted with Rackspace?
By Rob La Gesse | Posted 1:48pm | July 7, 2009
We had a brief power disruption that caused network connectivity issues for some customers. We are sorry for the problems this causes customers and we are working extremely hard to make sure we can prevent these issues in the future.
Let me know if I can be of any more assistance with your individual accounts.
Rob La Gesse
Director of Customer Development
Rackspace
210-845-4440
By akelly | Posted 10:17am | July 9, 2009
Why stick with refundds and get more outages?
Online Tech Offers Upgrade To Rackspace Clients
In a response to numerous power outages at Rackspace, Online Tech is offering Rackspace customers an easy transition to managed servers in its SAS-70 audited data centers.
We are 100% uptime, 0% fanatics. Call us 734-213-2020 or visit our website ot twitter at OnlineTech
By akelly | Posted 10:24am | July 9, 2009
“The issue here is reliability. A lot companies run their services through Rackspace. If it goes down, even for just an hour, that’s lost business.â€
Online Tech prides itself on their reliability. Our data center in mid-Michigan has performed at 100% uptime in power delivery over the last 4 years running — never experiencing an outage.
We truly feel sorry for Rackspace customers. No one wants to lose business.
We are currently offering a special for Rackspace customers: $0 setup fee, one month free.
Upgrade to Online Tech.
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