Apologies and a free week of SaneBox
Last night our colocation provider, CDW, suffered from a massive hardware failure to their storage array that we share with many other companies. This brought our service down hard for 10 hours. To make things worse, this is the second outage in a week (Geeky details on last week’s downtime).
Please understand that there is no excuse for this. It is completely unacceptable. My job is to provide you with email Sane-ity 100% of the time. Anything less than that is a personal failure to me.
A free week of email Sane-ity
To thank you for your patience and to make up for the insanity, everyone affected will get a free week of Sanebox. This is a small gesture to reassure you of how seriously we take our 100% uptime commitment.
Steps to avoid this in the future
Ironically, two weeks ago, we purchased a massively redundant disk array just for SaneBox. This hardware is sitting on a loading dock right now waiting to be installed. Sigh… we came so so close to avoiding this whole episode. We are moving as fast as humanely possible to get onto that new hardware.
While we cannot guarantee that outages never happen, we do spend part of every day reviewing software, reviewing new hardware and trying to guess what could go wrong and trying to avoid it.
Please remember that by design, the only effect of SaneBox downtime is that all emails arrive in your Inbox. As soon as we’re back up, everything is put where it belongs - so you don’t have to move emails yourself.
Please accept my personal apology and thank you all so much for your constant support and patience. It is what keeps us going!
Stuart and the team