For long time Smile customers, you’ll know that in the case of server issues we are usually quick to respond to outages and system problems. We maintain automatic onsite and off-site monitoring systems to alert our technicians 24 hours a day, 7 days a week of any system issues.
Smile recently changed service providers for our monitoring, and we found that there was an error in the monitoring system configuration that allowed test messages to go through, but when an actual service outage happened, none of our technicians were notified. As noted in the post below, no mail was lost, however mail was delayed for several hours. We understand that your business depends on your email, and our business depends on your business.
We have corrected the alerting configuration, and we are reviewing the server logs to determine the original problem.
All of us here at Smile understand that this is unacceptable, and we will be doing everything we can to ensure we are aware of all service affecting issues, and respond to them quickly in the future.
Please accept our apologies.
The Smile Internet Management and Staff
