First, an apology
We have not engaged with you in quite some time. We could make excuses for why this happened, but the truth is we lost our focus with you, our valued Jungle Disk customers. For this, we are truly sorry. The good news is that things are going to change.
So, what have we been up to?
The past 18 months have been a pivotal period for Rackspace, Jungle Disk’s parent company. Rackspace launched its open cloud platform, powered by OpenStack, taking a huge step towards a vision of an open cloud future that eliminates the fear of vendor lock-in. As part of this effort, we are rebuilding the Jungle Disk technology from the ground up and recently released the first iteration of this new platform: Rackspace Cloud Backup. Today, this provides Rackspace customers a more usable and scalable way to backup their Cloud Servers.
During this period we did a poor job of communicating with you about the new technologies Rackspace was building, which would drive greater value for customers over time.
Future for Jungle Disk
As of November 2012, we have a new team in charge of Jungle Disk and a vision for the future that aligns us with our parent, Rackspace. We are re-engaging with our customers, and are eager to hear your concerns and suggestions.
We recognize it may take time to regain some customers’ trust and loyalty, but that journey begins today and I’m excited to lead the charge.
During 2013, we plan to release new versions of server and workstation backup to Jungle Disk customers. These products will be based on the awesome new technology that powers server backup in the Rackspace open cloud. Going forward, our primary focus will be on solutions targeted at serving the needs of business customers of all sizes —the same customers Rackspace serves so well today. We are renewing our commitment to current customers and while we believe the new products will delight everyone, we will help find the right solution for those who don’t feel our new platform is right for them.
In the meantime, if you have had an issue with Jungle Disk where the resolution was not to your satisfaction, we invite you to contact us at firstname.lastname@example.org. We’ve committed additional resources to clear up all outstanding issues.
More to come and a call to action
Over the coming weeks and months you can expect to hear a lot more from us. We are reaching out to half of our customer base now to ask a single question: “Would you recommend Jungle Disk to a friend or colleague?” We want to gauge how our customers feel today and set a baseline from which we can improve. We will use this blog to communicate more detail on our product and the cloud backup market.
We want to hear from you, our customers. We encourage you to share your thoughts with us at email@example.com. It may take some time to respond to all of the feedback, but we will work to respond to every submission.
Thank you for your loyalty.
General Manager, Jungle Disk