Glad to hear something official on this...5 or 6 days is way too long to go without something more than "We're working on it" and some light details. I understand that it's likely an all-hands-on-deck hair-on-fire situation over there, but those of us who rely on Linode for our own businesses have been largely left in the dark.
When our customers are emailing and tweeting us and they just want to know when we are going to be up, and all we can say is "We have no idea, we don't know why this is happening or what's really going on", that's pretty much the definition of a worst case scenario from a customer service standpoint.
As someone whose business relies on Linode currently to function, I am sympathetic to Linode's plight...this is the equivalent of someone coming and setting off a bomb in your factory; not exactly something that you can always plan for even if you have prevention measures in place. But they would have kept a lot more of my sympathy long-term if they would have communicated better with their customers in the first place...
EDIT: And it looks like the attackers decided to start things back up again, as Linode.com is unavailable...
When our customers are emailing and tweeting us and they just want to know when we are going to be up, and all we can say is "We have no idea, we don't know why this is happening or what's really going on", that's pretty much the definition of a worst case scenario from a customer service standpoint.
As someone whose business relies on Linode currently to function, I am sympathetic to Linode's plight...this is the equivalent of someone coming and setting off a bomb in your factory; not exactly something that you can always plan for even if you have prevention measures in place. But they would have kept a lot more of my sympathy long-term if they would have communicated better with their customers in the first place...
EDIT: And it looks like the attackers decided to start things back up again, as Linode.com is unavailable...