To our loyal Petnet family,
As you may know, our third-party servers suffered an outage late Wednesday evening, which temporarily disabled the ability to remote feed and edit feeding schedules for about 10 percent of our users. We immediately became aware of the issue and were back up and running in about eight hours. We sincerely apologize for any issues this may have caused.
As pet parents ourselves, we recognize that when it comes to our pets, even one hour is too long to wait when it’s time for a feeding. That’s why we were already working on a solution to prevent this issue from happening. The fix was ready, but still needed to be tested when this outage occurred. Our engineers were prepared to implement the solution and get your SmartFeeders back online as quickly as possible. Now that this update has been made, our platform is stronger and more reliable than ever. We have two fail-safes in place, making it virtually impossible for this to happen again and ensuring your pets will always be fed.
Keeping your pets happy and healthy is the reason we founded Petnet. We’ve spent countless hours developing a safe, reliable feeding solution and take your pet’s well-being seriously. We are passionate about living up to your expectations and are committed to your satisfaction.
For those who expressed concerns about our SmartFeeder, we want you to know that we heard you. As always, we are doing what it takes to make it right and value your feedback. You can reach us anytime at: firstname.lastname@example.org, 1.855.738.4650 or on Twitter @petnetiosupport.
Again, our heartfelt apologies for any issues this may have caused.
Carlos Herrera, Co-Founder & CEO
Dustin Morales, Co-Founder & CDO
Christopher Diebner, Co-Founder & CTO