Director, Svc. Ops
Registered: Jun 2000
Location: Alviso, CA, USA
Macohenks, we strive for 100% uptime. On the rare occasions when we have planned outages (e.g., due to a planned hardware upgrade), we try to minimize downtime and try to schedule the outage so that the fewest number of customers are affected (based on our analysis of TiVo Central Online usage logs). We put up a warning page with an expected ETA. On the rare occasions when we have unplanned outages (e.g., due to a hardware failure or networking issue), we're often busy trying to bring the system back up as quickly as possible and don't usually think to post a note here (we do put up a warning page with an expected ETA in that case as well). Because of that philosophy, we haven't prioritized posting a notice here or proactively sending e-mail. We're definitely open to feedback about how we should handle that situation. Please let us know how we're doing. I agree that our uptime at the end of March was not satisfactory, but I would like to point out that our uptime in the rest of 2004 was 100% (and 2003 was over 99.9% uptime as well). We are still working on the confirmation e-mail issue, which is intermittent.
Tivortex, sorry to hear about this issue. As far as I'm aware, we've never heard of anyone having their unit crash just by going to the messages screen. Can you please e-mail me (email@example.com) with your contact information and your TiVo Service Number? I'll get a customer support engineer to examine your unit's logs. I still believe it is unrelated to any Home Media Option feature.
Edit: 2 typos fixed
E. Stephen Mack, Director of Service Operations at TiVo (firstname.lastname@example.org)
NOTE: I prefer e-mail to Private Messages. Due to the volume of e-mail I receive, please try to go through normal channels or post your question on the forum BEFORE contacting me directly, if possible. Thanks!
Last edited by TiVoOpsMgr on 04-05-2004 at 09:32 AM
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