值得分享的客服信[转载]

值得分享的客服信
作者:virushuo 发表于 2008-06-03 11:06 最后更新于 2008-06-03 11:06
版权声明:可以任意转载,转载时请务必以超链接形式标明文章原始出处和作者信息及本声明。
http://blog.devep.net/virushuo/2008/06/03/idc_letter.html

前几天blog访问不了了。询问机房,得到了这么个很强的邮件。这个邮件写的真是跌宕起伏。让人看了确实不生气,还很同情他们。我觉得实在值得分享一下。

其要点有几个:
1 承认错误:事故确实发生了。
2 先说坏消息:机房起火爆炸了!
3 然后说好消息:你的数据还在!
4 再来说坏消息:但是暂时还恢复不了。
5 最后说解决方案:我们努力中。

一气呵成。高手!

Dear Customer,

Last night around 5 p.m. (Central Time) there was an electrical shortcut in the facility where our servers are stored, thus creating a fire and an explosion that damaged part of our equipment. While no hosting servers were damaged, and all data are safe and preserved, as far as we were able to determine at this point, a part of electrical generators were heavily damaged, and some of our servers were cut off the network and shut down.
Unfortunately, our DNS servers were affected and went down, so our whole network was partially inaccessible. At this point we have moved our DNS servers to the working part of our network and all servers that are not affected by this impact should become accessible in the next several hours (if not already), as soon as DNS update propagates around the web. Unfortunately, two servers from our network will remain inacessible even after this time line, until electrical damage gets repaired and destroyed equipment gets replaced.
It is hard to say when this whole process is going to be finished, so we can not predict the estimated time to repair everything, but let me insure you that our staff members are working around the clock on resolving this situation.
I apologize for this inconvenience and thank you for your patience. We are doing everything we can to remedy this problem as quickly as possible.

Regards,
Delta Web Hosting
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