Today, once again, we’re afflicted with a service outage at the hands of our payment provider, GlobalCollect. As this is not the first such outage, I feel that we should be more vocal about the quality of service they provide us.
From the web site:
“GlobalCollect is the leading Payment Service Provider of local payment solutions for international businesses. For each of our clients, we offer the highest service level that includes a dedicated team who thrives to optimize your payment strategy. This optimization will significantly contribute to increasing your sales and reducing risk. GlobalCollect is a real partner offering a full service that is uniquely in a class of its own.”
OK – now it’s time to wake up and face reality. One hour after(!) the start of the outage, GlobalCollect sent us an automated email to inform us of the down time. Right now, GlobalCollect “service” has been out of operation for almost five hours during our prime time. Calls made to the GlobalCollect “dedicated” team on a so-called emergency number are answered by a clueless call center agent who promises a callback we have yet to receive. Calls made to the GlobalCollect office are put through to a very friendly receptionist who explains that all servers are down and that no one can answer our calls. Amazingly, it seems that there is not a single soul at GlobalCollect who can provide us with the slightest bit of information about the outage, while in the meantime our company’s business model was at a standstill.
This is totally unacceptable for any serious business relationship, and we at XING are not willing to tolerate this any more. We won’t be satisfied with a letter from GlobalCollect pointing to their Internet provider as a scapegoat. By paying for your service, XING expects – at the very least – that GlobalCollect have redundant network connections, if not redundant data centers. For our part, we will definitely be looking for an additional payment service provider.
Update 1: 15.2.07 3pm
We just got a very kind message from Ron Vollebregt (Chief Operating Officer, Co-founder and co-owner of? GlobalCollect):
We fully understand your frustration and we take full? responsibility for the
problems regardless of where and how they were caused. Fact is that we
have redundancy throughout our platform (incl dual sites) but that for some as
yet unidentified reason, failover mechanisms didn’t work. I have asked
Pieter Stal to contact you to discuss the consequences.
Update 2: 16.2.07 6pm
We got a very friendly “we are sorry” message from Ron today saying the error was at their provider CSC. They promise to look into increasing redundancy. We will see, if we have problems again. In the end, I don’t care about their provider having problems, it is Global Collects duty have have at least redundancy.
WebCollect has proven to be a stable platform over the years, includes an SLA of 99.9%, and has been successfully processing millions of transactions per month. The platform is hosted by our preferred supplier CSC. The company is one of the world’s largest hosting providers, is stock listed, and has an impressive track record. Despite this, their professional and secure hosting facility located in Copenhagen, had a full outage of their entire datacenter on Saturday February 10th and Thursday, February 15th.? The outage not only affected GlobalCollect, but also all of CSC’s other clients from payment processors to traffic control centers, BASF/Shell and SAS.
Let there be no misunderstanding that as your payment service provider, GlobalCollect feels responsible for the recent events that have taken place. The nature and frequency of the incidents are unacceptable to all of us, and we will make sure that analysis of these events will be used to properly prevent outages in the future. In the meantime, we are investigating additional hosting partners to further increase redundancy.
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