Our automated email tool broke at 3:00 AM last Tuesday and lost 1,200 leads before I caught it

I tried their support line at 3:15 AM and got a recording saying to submit a ticket online, which took 6 hours for a reply that just said 'clear your cache' - has anyone else dealt with a b2b tool that falls apart when you actually need it?

2 comments

2 Comments

wren97624d ago

Worth a shot checking if their backup systems actually work when you're not in crisis mode.

daniel51124d ago

Figured out that most places treat their disaster plans like a fire extinguisher in the closet - they just hope they never need it and never check if it's actually charged. @wren976 nailed it though, better to find out in a calm Tuesday afternoon than during a real mess where everything is on fire. Had a buddy who worked at a company that ran a fake outage once a quarter just to see what broke, and they always found something dumb like an expired password or a server that nobody remembered existed. That kind of stuff is a lot easier to fix when you're not panicking.