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25 July 2007 @ 03:02 pm
LJ downtime  
I'm resisting the urge to write a huge ranting post about the outage and the [fact/perception] that Six Apart brought its other services (i.e. TypePad) back online before it even began working on bringing back LJ.

ETA: See the comments in the news post to see what I'm talking about. This thread is of particular interest, if only because that's where I threw in my 2 cents.
 
 
 
Jacobyak_boy on July 25th, 2007 01:47 pm (UTC)
As a permanent account holder that's not really an issue for me, and even if it was an issue, I think it's a bit much to expect too much in the way of compensation for an outage that was only about 7 hours and for which Six Apart are entirely blameless.

That said, any outage does equate to a measurable loss of value, so offering extra paid time equal to the length of the outage seems reasonable, as long as the outage is of a sizeable duration (seven hours is borderline, but something like one hour would be silly).

I think the issue is that when LJ was less "corporate" they would give extra paid time for even the slightest inconvenience. I remember one time when there had apparently been disruptions that I hadn't even noticed - not a lengthy downtime, but users would have trouble accessing the site in short spurts. And they gave everyone like a week of extra time.

People, of course, got used to this small disruption = big compensation model, even though it's not really a very good economic policy for the site owners. So, Six Apart's compensation policies are probably perfectly reasonable, and certainly a lot saner than under the old happy-go-lucky management. But, people have been spoiled by those earlier policies and now feel ripped-off when they encounter the new management working hard to actually make money.

As I say, it's all about appearances, and Six Apart should probably do a better job managing theirs. This has become a much bigger issue than it ever should have been, and it's because they did a poor job of managing the information stream, not because they did a poor job getting LJ back up in a timely manner.