Mar, 2002 : Jumpline Apologizes for Glitches Related to Platform Move

📅 March 18, 2002 - Web hosting firm Jumpline.com apologized over the weekend for technical difficulties some customers have experienced since the company switched hosting automation platforms.
On March 5, the Ohio-based company began the process of switching from Alabanza's hosting automation system to Sphera's HostingDirector platform, citing improved connectivity, reliability and value-added services.
"With [Alabanza], we did not feel that these focus reasons could be resolved," said Jason Beyke, Jumpline's Director of Operations, in a statement to customers on the company's Web site. "Therefore, it became apparent that a new solution had to be implemented."
Since the initial completion of the move on March 7, however, many users have reported extended service outages and slow technical support. All telephone calls to company offices late last week were met with a recording instructing callers to visit Jumpline's Web site, although lines had been re-opened by Jumpline by Monday. The company's technical support services are provided via e-mail.
While plans to move from Alabanza to Sphera had been underway for months, Jumpline said the company was forced to expedite its schedule upon notice from Alabanza in early February that its service contract would be terminated in 30 days or less.
"Due to the timeline for this entire process, we were not able to do everything as we would have liked. We realize that some of you may still have technical issues which need to be resolved due to the upgrade," Beyke's statement to customers read. "I want to assure you that we have been, and will continue to be working around the clock to resolve any and all outstanding technical issues as quickly as possible."
Beyke also apologized to users for not informing them earlier of information related to the move, but said it was necessary to do so. "With the possibility of having our service disrupted before we were ready with an alternative solution, we had to keep all correspondence related to the upgrade very quiet until we were ready to make the move," the statement read.
Both Jumpline and Sphera deferred comment regarding the move until the transition to HostingDirector had been fully completed. Jumpline currently hosts 30,000 domains in 94 different countries.