September 29, 2012
Dear Valued Customer,
An unexpected incident occurred on Friday, September 28, 2012 PDT in Primus' Vancouver data center and impacted the availability of our hosted services for an extended period of time. This was an extraordinary occurrence and warranted an immediate high-level response and direct communication. The following paragraph provides a brief summary of the events that took place.
At 10:25 am PDT, an issue occurred to the air conditioning system in our data center provided by Primus Canada. The tech team in Primus immediately followed their standard procedures for such an emergency, and performed a repair. Due to this cooling issue, our hosted servers were not available at that time. At approximately 12:10 pm PDT, the tech team in Primus had fixed the air conditioning utilities and our team began the work to bring our services online. At 12:40 pm PDT, all our services went back to normal.
This is a regrettable situation and we sincerely apologize for the disruption it caused. We understand the importance of the high availability of our service. We want to assure you that we are committed to providing you with the highest possible secure, reliable and available service. We are working with Primus to take whatever steps necessary to ensure that if such an unlikely event were to ever take place again, the result will be different. We also have rigorous Disaster Recovery Plans to protect your data. All of the data are stored on our RAID disk arrays, encrypted and backed up to other servers each day. The data is also encrypted and backed up to another data center which is 1000+ miles away every day. Even if Vancouver were wiped out from the map, your data could be recovered from our backup data center.
Please feel free to call us at 1-877-305-0464 (or 1-778-785-0464) so that we can address any comments, questions or concerns you may have. You are also welcome to email me at amy.gu@comm100.com whenever I can be of any help.
Sincerely yours,
Amy Gu
Vice President
Comm100 | 100% Communication, 100% Success
Email: amy.gu@comm100.com | Web: www.comm100.com
Tel: 1-778-785-0464 (Global) | 1-877-305-0464 (Toll)
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