Yesterday I wrote an open letter on behalf of all Media Temple users that suffered during the huge outage over the weekend. As promised, Media Temple have emailed me directly to respond, I post that response in full below.
It’s great to see that MT are listening, and it sounds like positive change is definitely going to happen!
MT Official Response
Thanks for the insightful critique of our response to this weekend’s unfortunate outage.
Regarding our Twitter usage:
You made some good points regarding the volume of our Twitter response. We most definitely could have responded more frequently and with more user friendly verbiage from the mt_monitor account (which did post updates about every hour).
Our “Twitter strategy” is still very young and we’re literally working on being better at it every day. Twitter is interesting medium as micro conversations happen in so many different channels, it’s literally impossible to tweet enough to satisfy everyone’s expectations in terms of volume, personal response and information provided.
One very important point here is during an outage of this magnitude, our entire admin staff is dedicated 100% to working on the Grid, and at times, can not simply deliver the information we need to disclose to the public. This is a constant struggle for many service providers and again, we’re working on improving this constantly.
