The email outage last week was not only unexpected, but also a major setback for many of our customers. Here at Smile we understand the importance of reliable email, and that many of our customers rely on our services to keep their businesses running – a lack of communication can mean a loss of a client to your business or something even more catastrophic, with serious ramifications – so this is not something we take lightly. We dropped the ball on this and would like to extend our deepest apologies for the disruption in service, and even more-so for not keeping you up-to-date and providing you with the level of support that you deserve.
We will be making some improvements to our services to help alleviate any concern that some of you may share at this point in time. One of the first steps we will be taking is to incorporate a multilayered notification system that will bridge the gap between our homepage, support/ticket site, voicemail, and this site. We want this to be as user-friendly as possible and extend our reach to the customers during an outage or other problem – one of the ways we hope to accomplish this will be to link our notification system in with our Facebook, Twitter, and Google+ accounts to post status updates.
To show you our commitment to you as well as to continue providing reliable hosting services we will be implementing a new email server during the first quarter of 2013 – this will replace the system that caused the service disruption. The transition to the new system will be completed in several phases due to the large-scale nature of this project.
This is a long overdue improvement to our infrastructure; one that is necessary for us to to meet customer needs/demands and provide additional services to our subscribers.
We will be adding further information and details of the project to the Migration page over the holidays.
Thank you for your loyalty and outstanding commitment to Smile.
Smile Infrastructure & Operations Team