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Hi, I’m Brad Feld, a managing director at the Foundry Group who lives in Boulder, Colorado. I invest in software and Internet companies around the US, run marathons and read a lot.

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Kaboom

Comments (2)

My long time friend Ben Neumann has a detailed post up titled Network Outage.  Ben is CEO / owner of Globat, a successful web hosting company.  I met Ben through an acquisition in the late1990′s when Interliant bought his previous company Icom (also a web hosting company.)

Ben’s company had a tough day yesterday.  Multi-hour critical failure is a way of life in any rapidly growing SaaS / hosting / web business.  It’s nice to fantasize that it will never happen, but virtually every high growth company has "its moment of fun."  It’s all in how you deal with it, how you treat and communicate with your customers, and what you learn from it. 

Part of dealing with it is being open about what happened and what you are doing about it going forward.  Ben does a nice job of setting an example here of how to do it.

On top of the outage, it was Ben’s wife Andrea’s birthday. Andrea – I hope you gave Ben a raincheck and decided to celebrate your birthday this weekend!  Ben – hint – flowers, chocolate, jewelry, and a trip to Hawaii.

  • http://www.BenNeumann.com Ben Neumann

    Dude, I took care of the flowers, chocolate and jewelry already. The Hawaii trip will follow this summer – promise! If all goes well I may be back in the king size and out of the dog house sooner than I think! ;) On a more serious note, after my blog post about the outage we received over 1,000(!) emails from customers. Nearly 90% of them were super positive, encouraging comments with powerful statements of commitment, helpful tips from tech pros on how to make this better and lots of positive thoughts. Most wished Andrea 'Happy Birthday' and some also hinted toward nice gifts; even a “turquoise box.” Thanks for the sympathy. All of it was needed and appreciated.

  • Ben Neumann

    Dude, I took care of the flowers, chocolate and jewelry already. The Hawaii trip will follow this summer – promise! If all goes well I may be back in the king size and out of the dog house sooner than I think! ;) On a more serious note, after my blog post about the outage we received over 1,000(!) emails from customers. Nearly 90% of them were super positive, encouraging comments with powerful statements of commitment, helpful tips from tech pros on how to make this better and lots of positive thoughts. Most wished Andrea 'Happy Birthday' and some also hinted toward nice gifts; even a "turquoise box." Thanks for the sympathy. All of it was needed and appreciated.

  • http://www.fix-iphones.com/ iphone fix

    Wish you the best of luck Ben Neumann and Happy Birthday Andrea.

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