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Can you give us a status blog or another way to reach support?

K

Todoist was down again for several hours today. There is no way to contact support or get any sort of update during that time because your support site is on the same server. When the site goes down, so does your support page. You don't have a support email or a phone number. Your twitter account is not very active.

Can you do something about this, please?

I can empathize with the fact that you have a small staff. But you are also a business and you need to let us know why your service is down and what's being done to fix it. Pinboard, for example, is run by one person but I am never left hanging when it goes down because of updates posted on a different server (http://status.pinboard.in/)

Can you please set something up like that?

All responses

Amir Salihefendic staff
Replied on Aug 17, 2011 - 20:37

Hi Karthik

We understand your frustration and we are unaware why our service was down, but it's most likely related to our hosting company Rackspace. We are still investigating this.

The best way to reach us while being down is our Twitter account:
http://twitter.com/todoist

Best regards,
Amir

Amir Salihefendic staff
Replied on Aug 17, 2011 - 20:38

We will try to create something similar to http://status.todoist.com/ in the future.

Best regards,
Amir

RC
Ruth Chapple premium
Replied on Aug 18, 2011 - 10:04

If you're going to suggest we should reach you through Twitter it would be helpful of you to keep your account updated. I've had no access all day and you've said nothing! A simple 'we have a problem as you're looking into it' at least assures us that you're sorting it out. 2 outages in a month is making me consider other providers...I do understand there are time differences at play here and you're a small company but customer service has to come first or you will lose subscribers.

KH
Kevin Hill premium
Replied on Aug 18, 2011 - 10:09

Agree, 100% with Ruth and Karthik!

KH
Kevin Hill premium
Replied on Aug 18, 2011 - 10:13

Hi Guys, please vote to raise this issue here: http://todoist.uservoice.com/forums/940-general/suggestions/2168441-improve-system-uptime

David Trey staff
Replied on Aug 18, 2011 - 10:24

Hello,

we are very sorry about the recent outage :(

In order to prevent such issues in the future, we will change our host within the next week.

Also, we will soon introduce an alternative support/status update service.

Again, sorry for any inconvenience this might have caused you.


Best regards,
David

BQ
bruce quinn premium
Replied on Aug 18, 2011 - 10:49

ironically i had just switched from "SimpleGTD" (which had two outages in July and August) to TODOIST, and I switched just in time for the TODOIST Aug 17/18 major outage :-(

At the very list every couple days I ought to PRINT to pdf my full list - better than having no access to anything.

K
Karthik
Replied on Aug 18, 2011 - 14:43

I added this to the votebox. Please vote if you also think this is important

https://todoist.com/Vote/showProposal/100/