前几天BOLG突然无法登陆，因为我的服务器是美国服务商，所以沟通起来有一些障碍。但是他们给我找了一位中国工程师为我解决问题，就这一点，我已经很感激了。看到了差距，懂的。

今天查看邮箱，看到一封题为“Message from Fathi Said”的邮件是来自IX Web Hosting的。

打开后发现居然是一封道歉信，而作者居然是他们的CEO，这很让我震惊和感动。

再次感谢IX Web Hosting提供如此好的服务！

以下是邮件原文：

Dear Bing,

I am writing to you to apologize. Last Thursday, October 14th through Saturday, October 16th, our CP9 & CP10 customers were put through frustrating and severe service issues, which should not have happened.

We had become arrogant with our level of confidence in making changes to our new infrastructure, and wrongfully assumed that there would be no problems in the change we had decided to make. In doing so, we put all of you through a lengthy and horrible period of multiple outages. Clearly this is terrible service, and not the kind of provider we want to be.

For those of you that are interested in understanding the full technical explanation of the issues that caused the service problems, please read the “post-mortem” that is posted on our blog. There is one bit of bad news, all customers on CP10 will have to undergo a 5 minute restart on Wednesday, October 20th in order to prevent a possible repeat of Saturday afternoon’s outage. Please read the blog post for details.

We have definitely learned some valuable lessons from this outage and we want to commit to all of you that we will not repeat the same mistake again. So we are making some changes. First, we have instituted a maintenance freeze for the time being, so that only emergency maintenances will be allowed to happen for now. Emergency is defined as a maintenance that has to happen to correct or prevent a problem that is customer affecting. Second, we are hardening and cleaning up our testing procedures and back-out plan policies for all production environment changes. Third, a new Change Management Advisory Board made up of our senior leadership team will review and approve all changes to our systems, software, or interfaces from now on.

I sincerely hope that you will forgive us, and give us the opportunity to prove that we are taking this very, very seriously.

Fathi Said, CEO
IX Web Hosting