Comments on: ConnectWise Cloud: Dark Until Oct. 28? http://www.mspmentor.net/2009/10/27/connectwise-cloud-dark-until-oct-28/ Managed Services & Cloud Services Blog for VARs & MSPs Tue, 14 Feb 2012 15:35:15 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: George Mach http://www.mspmentor.net/2009/10/27/connectwise-cloud-dark-until-oct-28/comment-page-1/#comment-50560 George Mach Wed, 28 Oct 2009 21:47:16 +0000 http://www.mspmentor.net/?p=4604#comment-50560 Great News! Keep doing great work! We stand behind you! George Great News! Keep doing great work! We stand behind you!

George

]]> By: Arnie Bellini http://www.mspmentor.net/2009/10/27/connectwise-cloud-dark-until-oct-28/comment-page-1/#comment-50559 Arnie Bellini Wed, 28 Oct 2009 20:59:41 +0000 http://www.mspmentor.net/?p=4604#comment-50559 I guess the silver lining in this cloud is that as we expand the cloud to Australia and other continents we are becoming battle tested. It does help having the roots of an IT Solution provider. The lessons learned from this outage have made us more aggressive about virtualization and massive redundancy. We have allocated an additional $500k to make our Cloud bullet proof. Arnie Bellini CEO ConnectWise I guess the silver lining in this cloud is that as we expand the cloud to Australia and other continents we are becoming battle tested. It does help having the roots of an IT Solution provider. The lessons learned from this outage have made us more aggressive about virtualization and massive redundancy. We have allocated an additional $500k to make our Cloud bullet proof.

Arnie Bellini
CEO
ConnectWise

]]> By: George Mach http://www.mspmentor.net/2009/10/27/connectwise-cloud-dark-until-oct-28/comment-page-1/#comment-50557 George Mach Wed, 28 Oct 2009 18:59:02 +0000 http://www.mspmentor.net/?p=4604#comment-50557 Thanks Arnie! You are great at what you do! Technology breaks sometimes! Please get us in the cloud. George Mach Thanks Arnie! You are great at what you do! Technology breaks sometimes! Please get us in the cloud.

George Mach

]]> By: Andrew Cohen http://www.mspmentor.net/2009/10/27/connectwise-cloud-dark-until-oct-28/comment-page-1/#comment-50555 Andrew Cohen Wed, 28 Oct 2009 18:30:20 +0000 http://www.mspmentor.net/?p=4604#comment-50555 The fee to move from on-premise to hosted was clearly detailed to me. I was given the option of either $175/hr for the actual number of hours it would take, or a fixed fee of $475 (or something similar). This was back at the end of August. In the end I believe it took slightly less than two hours. The fee to move from on-premise to hosted was clearly detailed to me. I was given the option of either $175/hr for the actual number of hours it would take, or a fixed fee of $475 (or something similar). This was back at the end of August. In the end I believe it took slightly less than two hours.

]]> By: Anthony http://www.mspmentor.net/2009/10/27/connectwise-cloud-dark-until-oct-28/comment-page-1/#comment-50553 Anthony Wed, 28 Oct 2009 18:22:27 +0000 http://www.mspmentor.net/?p=4604#comment-50553 Just something else to think about when moving from on premise to hosted: I just moved from on-premise CW to hosted CW. I have to say that everything went pretty smooth during the transition. I would rate the migration a 8-9 out of 10. Where I was disappointed was that during the sales process I was given an agreement that stated I would incur NO "One-Time Charges" about a month or two after the migration, I received an invoice for close to $1100 for what was labeled on the invoice "REINSTALL - Going from Onsite to Hosted". When I complained about the invoice, they said they were willing to come down to close to $400. I stated that in black and white on the agreement I signed that it stated "no hidden fees". And that the $1100 was nowhere to be found on my revised agreement. I would think that since it was not on the agreement (and unseen) this would actually be THE DEFINITION of a hidden fee! Their response was "The re-install was a billable instance at $175/hr. The one-time fees were waived, since you are an existing partner. The one-time fees cover accounting integration, implementation, etc, which you already have. There was only one install covered for your original agreement, and any re-installs are billable." But again, I was not told about any re-install fee. I say all that to those thinking of moving from on-premise to hosted make sure you ASK ABOUT THE REINSTALL FEE! I am a one man shop, and $1100 dollars is a LOT of money for me to pony up without notice. Just something else to think about when moving from on premise to hosted:

I just moved from on-premise CW to hosted CW. I have to say that everything went pretty smooth during the transition. I would rate the migration a 8-9 out of 10. Where I was disappointed was that during the sales process I was given an agreement that stated I would incur NO “One-Time Charges” about a month or two after the migration, I received an invoice for close to $1100 for what was labeled on the invoice “REINSTALL – Going from Onsite to Hosted”. When I complained about the invoice, they said they were willing to come down to close to $400. I stated that in black and white on the agreement I signed that it stated “no hidden fees”. And that the $1100 was nowhere to be found on my revised agreement. I would think that since it was not on the agreement (and unseen) this would actually be THE DEFINITION of a hidden fee! Their response was “The re-install was a billable instance at $175/hr. The one-time fees were waived, since you are an existing partner. The one-time fees cover accounting integration, implementation, etc, which you already have. There was only one install covered for your original agreement, and any re-installs are billable.”

But again, I was not told about any re-install fee.

I say all that to those thinking of moving from on-premise to hosted make sure you ASK ABOUT THE REINSTALL FEE! I am a one man shop, and $1100 dollars is a LOT of money for me to pony up without notice.

]]> By: Arnie Bellini http://www.mspmentor.net/2009/10/27/connectwise-cloud-dark-until-oct-28/comment-page-1/#comment-50549 Arnie Bellini Wed, 28 Oct 2009 15:47:57 +0000 http://www.mspmentor.net/?p=4604#comment-50549 The partial outage is over. Service was restored to the 198 partners effected as of 10:28am this morning. We realize this is not acceptable and very frustrating and we are very sorry. The partners effected are on our legacy hosted environment, which is redundant, but had a major failure. We are going to aggressively move those partners over to our Virtualized Cloud to help assure that this won't happen again. Again we are very sorry and will be providing all 198 partners a credit for a full month. That doesn't make up for the inconvenience, but hopefully it says "we are sorry". Thanks for your patience. We intend to learn and get better from this. The partial outage is over. Service was restored to the 198 partners effected as of 10:28am this morning. We realize this is not acceptable and very frustrating and we are very sorry. The partners effected are on our legacy hosted environment, which is redundant, but had a major failure. We are going to aggressively move those partners over to our Virtualized Cloud to help assure that this won’t happen again. Again we are very sorry and will be providing all 198 partners a credit for a full month. That doesn’t make up for the inconvenience, but hopefully it says “we are sorry”. Thanks for your patience. We intend to learn and get better from this.

]]> By: Amy Luby http://www.mspmentor.net/2009/10/27/connectwise-cloud-dark-until-oct-28/comment-page-1/#comment-50548 Amy Luby Wed, 28 Oct 2009 15:18:32 +0000 http://www.mspmentor.net/?p=4604#comment-50548 You cannot expect innovation without setbacks and mistakes. It takes a tremendous amount of risk to innovate, and without innovation we don’t have vendors who lead in this Channel. It certainly does tell us a lot about a vendor when that vendor makes a mistake, makes a humble acknowledgement of the mistake, and then does what is necessary to prevent the issue from happening again. I suppose this is an opportunity for CW’s competitor’s to make jabs, but none of the Cloud solutions are infallible and as our most creative vendors continue to innovate as they migrate to the Cloud, I would think we’ll see more glitches and outages and service interruptions. For appropriate solutions, the Cloud is here and to not have a Cloud strategy is akin to putting your head in the sand. In my opinion, it’s a good time as the Channel migrates solutions to the Cloud for resellers/msp’s/solution providers, etc. to ask ourselves what we’re doing to ensure our operations continue regardless of whether our Cloud Services fail. This, I would think, is the bigger question. We need to have good Contingency Plans in place for ourselves and our end users. Amy Luby CEO, MSPSN aluby at mspsn dot com www.mspsn.com You cannot expect innovation without setbacks and mistakes. It takes a tremendous amount of risk to innovate, and without innovation we don’t have vendors who lead in this Channel. It certainly does tell us a lot about a vendor when that vendor makes a mistake, makes a humble acknowledgement of the mistake, and then does what is necessary to prevent the issue from happening again.

I suppose this is an opportunity for CW’s competitor’s to make jabs, but none of the Cloud solutions are infallible and as our most creative vendors continue to innovate as they migrate to the Cloud, I would think we’ll see more glitches and outages and service interruptions. For appropriate solutions, the Cloud is here and to not have a Cloud strategy is akin to putting your head in the sand.

In my opinion, it’s a good time as the Channel migrates solutions to the Cloud for resellers/msp’s/solution providers, etc. to ask ourselves what we’re doing to ensure our operations continue regardless of whether our Cloud Services fail. This, I would think, is the bigger question. We need to have good Contingency Plans in place for ourselves and our end users.

Amy Luby
CEO, MSPSN
aluby at mspsn dot com
http://www.mspsn.com

]]> By: Joe Panettieri http://www.mspmentor.net/2009/10/27/connectwise-cloud-dark-until-oct-28/comment-page-1/#comment-50547 Joe Panettieri Wed, 28 Oct 2009 14:53:46 +0000 http://www.mspmentor.net/?p=4604#comment-50547 I just received a note from ConnectWise CEO Arnie Bellini stating that the partial outage is fixed as of 10:30am eastern; ConnectWise says it has notified the 198 affected partners. I just received a note from ConnectWise CEO Arnie Bellini stating that the partial outage is fixed as of 10:30am eastern; ConnectWise says it has notified the 198 affected partners.

]]> By: James Foxall http://www.mspmentor.net/2009/10/27/connectwise-cloud-dark-until-oct-28/comment-page-1/#comment-50546 James Foxall Wed, 28 Oct 2009 14:22:16 +0000 http://www.mspmentor.net/?p=4604#comment-50546 My heart goes out to the 198 companies that have been unable to carry out their business operations due to this outage. At Tigerpaw, we understand the importance of the reliability of your business automation solution, which is one reason we still push on-premise for such a mission critical application. I wish the 198 companies a speedy recovery. James Foxall Senior Vice President Tigerpaw Software My heart goes out to the 198 companies that have been unable to carry out their business operations due to this outage. At Tigerpaw, we understand the importance of the reliability of your business automation solution, which is one reason we still push on-premise for such a mission critical application.

I wish the 198 companies a speedy recovery.

James Foxall
Senior Vice President
Tigerpaw Software

]]> By: jkilgore http://www.mspmentor.net/2009/10/27/connectwise-cloud-dark-until-oct-28/comment-page-1/#comment-50545 jkilgore Wed, 28 Oct 2009 13:32:12 +0000 http://www.mspmentor.net/?p=4604#comment-50545 It's pretty scary to start thinking about your technological deck of cards and what happens if the foundation falls. Like most MSPs, if we lost our PSA we'd be a little lost in our minds and pocketbooks. It must be frustrating to those customers of Connectwise that are affected because it is out of their realm of control to fix (or prevent for that matter). I think every good MSP needs a contingency plan if their technologies fail. For us? We keep around several stacks of old carbon paper service order forms! It’s pretty scary to start thinking about your technological deck of cards and what happens if the foundation falls. Like most MSPs, if we lost our PSA we’d be a little lost in our minds and pocketbooks. It must be frustrating to those customers of Connectwise that are affected because it is out of their realm of control to fix (or prevent for that matter).

I think every good MSP needs a contingency plan if their technologies fail. For us? We keep around several stacks of old carbon paper service order forms!

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