Update: Our email is back up and running, so please send all support related emails to email@example.com.
Update: please send support emails to firstname.lastname@example.org
Last night, Hurricane Sandy swept through the eastern seaboard of the United States. An explosion of unknown origin at the ConEdison substation took out power to nearly all of the 250,000 homes below 39th street which includes our office, data center, and several of our apartments including my own. I write to you via the dim light of the sun and the waning power on my iPhone.
The data center has a diesel generator for incidents exactly like this, but although it kicked in properly, a segment of the facility where our racks reside did not get power. Emergency power has been restored as of 6:30 ET, and we apologize for the unanticipated service interruption. We are trying to ascertain the cause with our vendor.
Because the office has no power and the transportation system is down, we cannot provide phone support. Preliminary reports suggest that power might not be restored for “up to a week” and the transit authority had stated that this is the worst disaster in their 103 year history. I would like to be able to give a better answer for the return of phone support, but we cannot at this time. Our staff will be providing email support as usual, and we will do our best to respond quickly. We know your business relies upon ours.
Today, our main priority lies with making sure that all members of our staff are safe and have somewhere to go. We will continue to do our best to provide you with exemplary service, but hope you can bear with us if there are some hiccups along the way.
We are ever appreciative of your patronage.