I’ve been silent for too long and I apologize. I owe you long overdue info on our launch of the Support Heroes as well a quick summary of what’s going on with Imperia.
Many of you have already asked me about the status of Imperia, but for those of you who have no idea what “Imperia” even is, here’s a brief summary: Imperia is intended to replace our current control panel and infrastructure while introducing unparalleled ease-of-use, redundancy and back-end intelligence.
Here’s the quick overview of what has happened so far in pursuing this goal. Despite our best efforts to apply best-practices on how to approach this project, we experienced multiple unforeseen setbacks. While I don’t want to bore you with the details, I did want to tell you about what’s going on, and why we couldn’t introduce Imperia to you just yet.
We spent the last 12 months developing the new Control Panel Interface. This is actually where the heartbreak was introduced: one of our major setbacks had to do with a crucial component in the control panel development that we’re now working to figure out. The last thing I want to do is place you on a platform that is not unparalleled in reliability and security, so this delay is time well spent to make sure that the platform you will be on in the future is the best we can possibly make it.
This almost brings us up-to-date on Imperia’s history.
There’s good news here too! In the meantime, we are implementing a new state-of-the-art platform, but this time with a setup that’s already successfully tested and proven by our VPS (Virtual Private Server) and VDC (Virtual Dedicated Server) products. In fact, we’ve hundreds of customers hosted today on our cloud-based VPS and VDC infrastructure with virtually no service issues at all. This should immediately improve hosting service in terms of performance, reliability and scalability. I’ll follow up with you shortly with more updates about the exact roll-out timeframe for the new infrastructure.
As a big intermediate step, we are working on enhancing the user experience of our current hosting Control Panel. Improvements include a new interface (based on the work we’ve done for the last 12 months), new, powerful and free site builders and a new, web-based mail client. We’re also currently evaluating anti-malware prevention software that is pro-active and takes the fight to whoever intends harm to your website!
Now we’re up-to-date on Imperia. I realize that this might be a disappointment to those that were looking for a 100% new, 100% revolutionary platform, but we hope that for now, you will accept 90% with along with our 100%-sincere regrets. We like to rationalize that every hero has to get bruised a bit before they can rise, and Imperia is no different.
Speaking of heroes… the Support Hero Model (you know, the one where you get your very own personal Support Hero, his/her number, email address, technical blog, the ability to rate his/her service with a few clicks of your mouse, etc.) is promised to arrive shortly as well. Here’s the scoop: To be safe, we’re running a “Pilot Program” first (to get all of the initial bruising out of the way), which begins on May 3rd and runs through May 14th – just 4 weeks away! Customers involved in this program will be sent surveys to hopefully provide us with detailed feedback so that we can improve the model before the big launch! Full roll-out to all of our customers will happen throughout June.
I am super excited about the upcoming technical improvements and the ability to offer you stellar, personalized support! There are more details to come soon, so be sure to look out for my next email.
I can’t thank you enough for your patience, excellent feedback, for being our customer and for reading this email!
Fathi Said, CEO
IX Web Hosting
PS: To my fellow CP9 customers – I will follow-up with you tomorrow or the day after that has details on how and when we will drastically improve your service level. We’ve been working hard on our end to address the technical issues you’ve been experiencing, and I can finally give you definite information on that.