Service Update: 9:15am PDT, December 12, 2016
Dear customers:
Some of you may have experienced slow customer service over the last 12 hours or so. Yes, we have an issue and I want to give you an update.
A severe cyclone, Vardah, hit Chennai on Monday, December 12, and passed over the city several hours ago. All offices and schools in the region remained closed today. The Chennai office of ManageEngine (and Zoho Corp., the parent company of ManageEngine) was also closed, with the exception of our customer support staff who came in before the storm hit.
All ManageEngine on-demand services are unaffected and have been up and running, primarily because our data centers are housed in multiple locations in the US and the EU. However, customer support has been spotty as communication links have been impacted. We have been rerouting calls to other locations around the world, and from landlines to mobile networks, but we still have a backlog of unanswered calls, a backlog that may have impacted some of you. We sincerely apologize for any inconvenience to your businesses.
The worst of the storm has passed (although it has left some damage), but the lashing rain and gusty winds continue. We expect to get ahead of the backlog over the next 24 hours and achieve normal response times soon. Our employees are OK, and everyone expects to get back to work tomorrow. We thank you for your support and will keep you posted.
As a side note, one of the most reliable sources of storm information and weather updates in Chennai today has been an independent weather blogger, who also happens to be a Zoho product manager.
