Learning from life's curve balls - the sharp end of support

Yesterday I got met with the moment every Customer Services Manager dreads as my support team informed me ‘we’ve got system problems’ and the phone rang hot.

As a Software as a Service (SAAS) provider, system up-time and reliability is your number one priority and here at Pure360 we have systems and processes in place to monitor and provide early notification to issues. We often get asked by prospects ‘what’s your system up time?’ and confidently can respond 99.9%, but 0.1% of the time you get a curve ball when you least need it.

This week we had a sequence of unconnected and unexpected events that led to problems. A System Admin on holiday, the cover unfortunately called out to a family emergency. Obviously it’s at these times that you least want to have higher than usual system usage combined with some customer API development which unexpectedly led to excessive impact on our server performance. This turn of events unfortunately prevented a number of customers to be able to login.

Stressful times for all and not a situation we ever want to see repeated. We continue to stick by our ‘no contracts’ commitment to all customers, so know that being open and honest is vital to a trusting long term relationship. As any user of software has probably experienced sometimes issues just happen, as a service provider it remains our priority to learn from these and do everything we can to stop them from happening again.

Please remain assured that we continue to invest in our resources and systems infrastructure to support our growing user base. It’s key to our on-going success and we’re under no illusion as to what we can expect if we can’t provide a solid, reliable service.

As Customer Services Manager I’m always more than happy to speak with customers, please get in touch.

All the best,

Richard