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Repeated un-notified downtime during AP business hours (mid-day)

edited Dec 6, 2019 3:30PM in General

Dear Netsuite,

Last Saturday during our business hours at mid-day (Hong Kong time), we suddenly received an Administrator message after we login to Netsuite:

"Our Web Site is temporarily unavailable while we perform routine system maintenance. We are working on the site to improve its appearance and functionality. We sincerely apologize for the inconvenience. Please visit us again later."


This has happened before 2 times: the last time 2 months ago had a 8 hour downtime – during mid-day our business hours. Netsuite agreed that downtime during AP office hours are unacceptable, promised that this won’t happen again, and have supposed to have “fixed” the problem completely by moving our instance to a new server that will not go down during AP business hours. Yet it has happened again. Downtime like this seriously affects our business operations since we are truly adopting the Netsuite one-system methodology – our retail points, e-commerce are also built on NetSuite. Since the problem

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