Harlan D.
Why am I posting??
Why am I posting??? I am just a small company that is in its infancy. But as with every business starting out we watch ever penny and cross the t's and dot the i's. Every step is critical for survival in the startup. Your "outage" has caused me extreme stress. I am coming off a heart attack and stroke all in the past 21 days. And while I have been in and out of hospitals treating my health. Doctors are telling me to lower my stress. Well you have not helped.... I know it is not your fault for the outage. But what I find unacceptable is ZERO communication. All you are about is excuses... Yes your page has a statement. But like all the folks who are in the same boat I am your silence speaks volumes... You have companies who are in much worse shape than me for loss of services. I am already shopping for a new provider of remote services. And I am sure many others are also. It would serve you right if you lose a large chunk of your clients. Not because of the outage. Because your cowardice in communication with what is going on and helping reassure your clients that you can fix this issue. In today's environment we all expect results immediately because of social media and just plain ease of access to the computer/internet. Bottom line. You are probably to young to understand that people need to be reassured and taken care of. You have lost all touch with how to communicate because you are behind a computer all day and have no idea how to interact with "real people". So whether you fix it sooner or later learn how to communicate.
Response from iNSYNQJul 23, 2019
Hi Harlan. This is Elliot Luchansky the CEO at iNSYNQ. One, I want to emphasize to you like I have to so many others, I can't emphasize enough how much it kills me the impact this event is having to your business. I take it very personally. It's literally nauseating to know that as an iNSYNQ customer your new baby (i.e., your business that you put your heart and soul into) is taking such a hit here. I can empathize particularly because I've been in your exact shoes, having started a new business myself prior to coming to iNSYNQ. Two, I appreciate you acknowledging that this event could have happened to any cloud service provider. It will only continue to impact more and more technology companies over time. Unfortunately, in this case, we were a target here. This was a very thought out, sophisticated attack. One that would kill many other vendors in a matter of hours - so if you are going to leave, I just encourage you to be mindful of that. Three, your point on the communication side is such a painful one for me, and all of us here at iNSYNQ. I assure you that there is nothing more we've wanted to do throughout this whole process. Like I told Jeff (see directly below) in my response to him yesterday and then again when he and I spoke, I personally am one of the most transparent, open-book kinds of people you'll ever meet (I've been criticized that it's too a fault sometimes in fact). Moreover, I'm absolutely aware of the importance of communication at a time like this. All you're asking for here is to be kept in the know, which is exactly how I'd feel in your shoes. What makes this dynamic so painful for me, and everyone on the iNSYNQ team is that we genuinely want nothing more than to over-communicate with useful insights, that are truly human-to-human. We've done everything we can through direct responses like this and phone calls we've had to capture the human side of things. Unfortunately, in this particular case, there are factors at play whereby we would be putting your data and therefore your business at exponentially more risk if we were to do so. And to make things worse, we can't explain what we mean by that. We will, however, be able to do so once the dust settles. My hope is that you'll understand why we managed our communications in the way that we have once the dust settles, which will be in the near term. As CEO I face a tough balancing act, of doing everything in my power to help ensure that our team is best-positioned to do the mind-blowing amount of work behind the scenes to get you back online as fast as we can (along with the other things I'm responsible for in my role at the company), while also pushing as hard as I can to personally communicate with as many of you as I can. I'd love to connect with you directly with a call. That can definitely happen at some point, and if you're interested it most certainly will (in fact if by some chance you happen to be awake still right now, we can make that happen - just email me at [email protected] and we can coordinate a call right now). I'd love to invite you to reach out and talk tomorrow, but there is so much going on that I don't want to make a promise I can't keep. But I'm certainly open to getting something on the calendar later this week or sometime next week. Kind Regards, Elliot Luchansky CEO, iNSYNQ