Service outages happen. Sometimes it’s the result of something you did, but more often than not it’s caused by factors completely out of your control. If you’re in the business of providing a hosted service over the Internet, then chances are that this unfortunate situation will happen to you at one point or another. We would all love to say that it has been XX months or X years since we’ve had any problems, but the fact of the matter is that when something like this happens (and it most likely will), what’s most important is how you deal with it.
Now we don’t know exactly what occurred but from what we’ve heard and read (there’s quite a bit of chatter on Twitter from actual packet8 customers), it seems like Packet8’s customer service/response during the outage was a bit iffy.