March 2nd 2007 By Lance Walley

Customer Service!

This is great little example of how we strive to keep customers happy…

At 4:21pm, we noticed that a customer’s site was down.

Within moments, Ezra logged into their slices. He noticed that their Mongrels were not running. He tried to restart them and they failed upon restart.

Ezra found that the Mongrels were failing because a new gem dependency had been introduced by changes the customer made.

Ezra installed the required gems on the customer’s slices and had them back up in 4 minutes. He then wrote a recap email to the customer, detailing what he had found and what he had done to remedy the problem.

That’s what we’re here for - to keep your apps running even if you make an honest mistake on a Friday evening (it was afternoon for us and evening for the customer).

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