Magento Go Platform Is Experiencing Major Technical Issues

This morning, very popular e-Commerce SaaS platform Magento Go was experiencing major technical problems - customers' storefronts were not opening, or were constantly timing out. Their support was unable to handle overwhelming amounts of messages for quite some time, and while usually their live chat is great, this time - no help.

They posted on their Support page following message:

June 2, 2013 7:44:12 AM PDT  —  Some Magento Go stores are currently experiencing issues that are affecting their site.

We've identified the root cause of the issue and are currently working to get all stores back up and running. 

Thank you for your patience.

Please check back every 30 minutes for updates.

Still have questions? Please contact Tech Support (support@magento.com)

Well, that was few hours after initial problem started. Now, after 6+ hours there is no change. What's most frustrating is that there is no official announcement in their Twitter account - would be great if they could use Twitter for announcing the issues and keeping customers at least in the loop.

I assume the root cause is either their network infrastructure, or it could be that their two-level caching is not performing correctly - I have received several warnings from their cache engine this week while updating one of Magento Go websites http://www.ballbrite.com/. Interestingly, not all websites are affected; therefore it could also be one of the software updates they released to their systems went bad. My wife's designer jewelry store for example runs smoothly. Go figure.

I really like their service, have been used them for almost two years. But there is room for improvement what concerns their support. Why can't they have a normal Status page like Heroku does: https://status.heroku.com, and use Twitter/Facebook for customer communication?

Edit: Magento Go posted the following message on their Status page (which, by the way is accessible only to authenticated users):

June 2, 2013 2:13:09 PM PDT  —  The issue has been resolved. All Magento Go stores are back up and running normally. Thank you for your patience. 

Still have questions? Please contact Tech Support (support@magento.com).


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