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Apologies from ServiceMonster

From the desk of ServiceMonster CEO, Joseph Kowalski

Dear ServiceMonster Clients,

Over the course of the last few months, ServiceMonster has experienced interruptions in service on a fairly regular basis. While we are within our service level agreement, frequent short time-outs combined with occasional unavailability has been a disruptive experience to your companies, and has damaged the ServiceMonster brand.

I’m writing today to let you know that we do not find this level of service acceptable.

In August, we moved ServiceMonster from our previous hosting service to a Microsoft cloud service called Azure. While Azure provides many benefits, we have been less than satisfied with Azure’s overall performance and Microsoft’s need to perform service maintenance during peak hours.

When we first moved to Azure, we assumed the issues were with ServiceMonster itself. Our development team quickly replaced ServiceMonster 4.10 with ServiceMonster 4.11 and the vast majority of our problems (mostly related to speed) vanished. But the issues related to communications remained and still persist to this day.

To help identify and address these issues, I took a trip to Microsoft in January and spent an entire day with their top technology brass. You can read about that trip here. While I’m confident in Microsoft’s ability to correct their issues, I’m equally confident that it will not be in the near future.

As a result, we are forced to move our services once again.

Typically, a move of this nature requires the entire network to be moved at the same time. ServiceMonster 4.12 (release in March) gives us the ability to move to the new platform in groups. Over the next few months, we will be moving groups of clients off of Azure to a much more mature service hosted by Amazon, called Amazon Web Services (AWS). AWS has all of the benefits of Azure and a more stable infrastructure.

Our early testing has shown a dramatic improvement in response times and overall stability. We are confident that ServiceMonster will be his old self shortly, once the move has been completed. Until then, please accept my sincerest apologies for the interruptions and know that we will not rest (seriously I lose sleep over this) until ServiceMonster has fully recovered.

Best Regards,

Joseph Kowalski, CEO

Principal Focus, LLC

Categories: Headquarters
  1. March 20, 2013 at 10:16 pm

    What kind of training will you be providing on the AWS program to Chem-Dry franchise owners? And, how will this move affect our daily operations?

    • March 20, 2013 at 11:46 pm

      There will be no change to ServiceMonster itself so no training will be required. This should only improve performance and will not affect operations in any way.

  2. March 20, 2013 at 11:55 pm

    First off, let me say that I love the new cards…so thank you. Secondly, my questions would relate more to some basic Service Monster capabilities. I have been waiting for the following to take effect for some time and I’m hoping you can give me some potential insight as to when Service Monster might be able to offer the following:

    1) Mac Compatibility
    2) Integration with iCal or Google Calendar
    3) Service Monster App which grants access to customer information (without logging in) at the touch of a button

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