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Unable to reach any of their domains, and so far the toll-free lines all fail to go through.
A call to their main office in Utah indicates that they are "closed for the holiday".
Here are the numbers I located from Google's cache:
808 East Utah Valley Drive
American Fork, UT 84003
10800 NE 8th St, Suite 600
Bellevue, WA 98004
CyberSource Corporation HQ
1295 Charleston Rd.
Mountain View, CA 94043
Not looking good at the moment. I'm just hoping this is a technical issue, and not the company folding up and leaving town in the middle of the night.....
Also information about authorize.net's disaster recovery plans whether they have a backup data center would be helpful in assessing what kind of trouble we are in.
We can do voice authorizations by calling Visa, MC, etc right? Capturing those transactions later using capture only manually in authorize.net's terminal could be a bit of a nightmare though.
Let's discuss solutions.
The good news is it sounds like they have a plan. This kills us, but things happen out of our control all the time. How they respond s key.
We plan to start email/calling all abandoned orders once we are back.
Illustrating the continued fragility of the modern Internet, threads in both the Zen Cart and Web Hosting Talk forums indicate that one of the country's largest credit card authorization networks has gone completely offline. According to several posters, a "perfect storm" was created by the combination of a data center fire and the July 4 weekend holiday, resulting the company going completely dark for more than five hours and counting. The company's phone lines and this Authorize.net website remains offline as of this writing. If your weekend beer purchase didn't go through, now you know why...
I found this article:
Not much information except that there was a fire, nobody is answering the phones and probably won't until next Monday.
When it comes to ecommerce, that's a massive FAIL for any payment processing company.
For merchants only using a single payment processor without a backup plan, it's also a massive FAIL and I'm sure tens of thousands of merchants have just learned this lesson the hard way.
You should always have a backup plan like Google Checkout, even if it's Paypal, just in case you have a serious outage.
FWIW, many of you probably are unaware that depending on your payment processing installation method, the payment processing center is unavailable to your customer more often that not.
The solutions that transfer the customer to the payment processor in the browser are most prone to failure due to transient networking errors rampant on cable networks. The connections are more stable to your payment processor if you do a silent connection on the back end of the web site like I do which is direct data center to data center over a major network backbone.
"We are down due to a fire at our primary data center in Seattle. We are working to restore services, but no ETA at this time."
[edited by: jatar_k at 3:49 pm (utc) on July 3, 2009]
[edited by: engine at 5:53 pm (utc) on July 3, 2009]
[edit reason] authoritative links only thanks [/edit]
From what i've heard the fire wasnt even IN their center,it was in the same building and triggered sprinklers in their center. Total disaster from what ive read.
Customers don't like to be told what to do.
You don't tell customers to use Paypal, your site needs to drive the process, the process can be seamlessly integrated into your site.
Alternatively, disconnect authorize.net and just store the orders now so you can manually process them later.
Here's a list on PayPal's site supposedly indicating which carts are integrated using their Website Payments Pro, perhaps yours is on the list!
[edited by: incrediBILL at 3:37 pm (utc) on July 3, 2009]