We are aware of the sporadic outages that have been affecting mail-flow over the last couple of days.
We have identified the cause of the issue, have already put a work-around in place and are in the process of creating a permanent fix with the expectation that the fix will be in place by the end of Wednesday 03 September.
We apologize for any inconvenience caused.
While I understand technical glitches happen, and frankly I’m not particularly upset that they did. I am however extremely upset at the lack of support and contactability of your staff.
Sitting for 15-16 hours without a decent reply gives us no sense of support or caring about your customers. When I called in yesterday early evening, hearing that the fix is 12-15 hours away and there is no support staff, and there might be a support staff in 6 hours is the most rubbish reply I’ve ever heard.
There needs to be a on-call technician available that can resolve this issues within a reasonable time frame of say 3-4 hours. Regardless of if it is 5pm or 1am. Out of everything, that pisses me off the most, because you are not taking my needs and concerns serious enough to allocated the appropriate manpower.
As I have just replied in the report back here https://forums.comodo.com/comodo-antispam-gateway-hosted-anti-spam-service/did-something-happen-to-the-pool-last-night-t106484.0.html, there was a communication snafu. This is being addressed.
Your comment “There needs to be a on-call technician available that can resolve this issues within a reasonable time frame of say 3-4 hours.” - there was. The first line and second line helpdesk guys have no access to the ASG servers for reasons of separation-of-duties, least-privilege principles and a handful of others that are fairly obvious.
The 1sr and 2nd line guys therefore have to pass these kind of issues to the 3rd liners, the devs, dbas or techs - depending on the issue. This may mean that some guy/gal has to get out of bed, go their their machine and VPN into the environment, trace the problem and call in any other department as needed.
These things regrettably take take, you know this as a seasoned IT vet. During that time the 1st and 2nd line guys sometimes work off limited information so this becomes an expectation management exercise, something that clearly fell short during this debacle.
to your other comment “because you are not taking my needs and concerns serious enough to allocated the appropriate manpower.” - we are, but infinite manpower is unrealistic and even product managers need a little sleep occasionally. The right people were alerted and got down to fixing the problem. We fell down when not communicating that to you.