Although we had aimed to interview a Senior Manager of ThePlanet that was not the case but we do have an official response to a number of questions we asked ThePlanet's NOC Staff. We still have a request for a senior manager from corporate to provide an interview but that probably will not occur for a few more days due to the high level of existing inquiries the company is responding to from its customers.

Here are answers provided by ThePlanet to some questions we asked and some submitted by our readers:


Question #1 (Asked by Syndicated Elitist's Associate Editor): What kind of time frame are customers looking towards when it comes to the H1 Datacenter being fully stable in all areas including connectivity and power?

Answer (Provided by Dallas DC Manager): We are unable to provide with any certainty an exact date as to when things will be stable and permanent. We anticipate that our customers can expect things to return to some level or normalcy within the next two weeks as we have a number of outside contractors working around the clock to repair damaged infrastructure.

Question #2 (Asked by Syndicated Elitist's Readers): Will all customers who experienced downtime be receiving credit to their accounts?

Answer (Provided by Corporate Sales): As we have stated on our forums and elsewhere we have every attention of applying credits to customers accounts who experience downtime during this tragedy. Customers should see these credits applied within the next few days and otherwise can submit a ticket for direct assistance.

Question #3 (Asked by Syndicated Elitist's Readers): What action is being taken to prevent a repeat of this situation?


Answer (Provided by Corporate Support): Our management team will be doing planning and research to provide solutions to ensure this type of event is less likely to occur in the future. We do everything within our power to prevent an outage such as this.


Question #4 (Asked by Syndicated Elitist's Readers): Why did local fire department officials prevent backup generators from being started?

Answer (Provided by Corporate Support):

To protect the safety of our on site staff during an event like this they are trained to exit the facility and allow fire department responders to extinguish any fire and inspect for damage and advise when it is safe to return to the facility.

Since our staff were evacuated the initial amount of damage was not known and fire department staff felt that it would pose a hazard to start up backup generators due to severe damage to the infrastructure in our facility.

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We are making repeated inquiries with ThePlanet management in an attempt to have more extensive dialogue as to the details that have yet to be disclosed in regards to what happened. We intend to provide a podcast of the interview with management once it becomes available.