Company communicates well during database restoration.
It’s never fun when a subscription-based web service goes down. But FreshDrop should be applauded for how it handled a data problem last week. Other companies should take note.
Last Thursday Freshdrop President & CEO Tan Tran sent an email to customers stating that there was a database problem and data wasn’t being updated. The email stated:
1. What happened
2. What is being done to fix the problem
3. When the problem should be fixed
4. What the company is doing to prevent this from happening in the future
There was also a notice on the Freshdrop web site.
Tran then sent two follow up status emails. Each one listed the seven steps the company needed to complete to bring the database back to working order and the current status of each one. Future steps were noted with an estimated time of completion.
By effectively communicated with its customers, FreshDrop reassured them of how serious it was taking the issue. And Freshdrop is just a data service. I frequently see “more important” services such as registrars and parking companies have serious issues yet communicate less effectively with customers.
dnclips.com - More than domain feeds says
Good to know FreshDrop’s graceful reaction for the outage, and equally good to see you appreciating their handling…