100% uptime? That's an ambitious guarantee! But if you're happy to make it, I'm happy to take it, thanks
Okay, I'll provide specific questions again. I'll start from 4 to avoid confusion with previous posts.
4.
(a) What was the root cause of the problem?
(b) How did it come to happen on a live server?
(c) What are you doing to ensure it never happens again?
5.
(a) Why did it take so long to resolve? You've explained that the problem was repeatedly escalated, but a major component being non-functional should be assigned a sufficiently high priority that said escalation should happen within minutes rather than days.
(b) What guarantees can you give us about future resolution of issues like this?
6.
(a) Why did we not get responses from support? You've said you "agree" that it was a problem, and you've said that each person who looked at it escalated it, but to me neither of those are an explanation as to why we waited so long.
(b) What guarantees can you give us about future support response times?
Thanks,
- Chris