LotusLive – Your account has been updated. Really?!

Update 3 March 2011: Apparently being vocal helps. I was contacted by the LotusLive Support Manager and my issue was quickly resolved. Apparently the renewal of our company subscription caused a change in my account that required a technician to fix it. I was assured that they would look into the support process and that IBM understands that their support didn’t live up to my expectations. Although I appreciate IBM reaching out to me and the help I got it still leaves an open question was what happens with support down the road.

Yesterday morning (my time) I received an e-mail informing me that my LotusLive account had been updated. I later found out that this e-mail had been sent to all employees in the company because our LotusLive subscription had been renewed for another year. Later I also found out that at least 5 employees has been affected like this and are experiencing the same cloud fail. Below is a copy of the e-mail from LotusLive.

Hi Mikkel Flindt Heisterberg,
Your user account with LotusLive was recently updated. The
account is associated with the following company :
IntraVision ApS.
The recent updates are reflected in the following
information. Please take a moment to review.
You are currently subscribed to:
eXpresso? | 1 user account(s) | Expires on Feb 28, 2012
Skype? | 1 user account(s) | Expires on Oct 29, 2011
LotusLive Engage | 100 user account(s) | Expires on Mar 11, 2011

Your role(s) for this user account:

Finally, if you have questions, e-mail us at support@lotuslive.com.
This e-mail was generated automatically. Do not reply.


The LotusLive Team

LotusLive offices are located at: 5 Technology Park Drive,
Westford, MA 01886, United States.

Without thinking more about it I deleted the e-mail and continued on my workday as I was headed to Lotusphere Comes To You in Århus that day to present. A bit later when I was in the train heading to Århus I found out that I was not unable to log into Sametime which was wierd as Bleedyellow.com Sametime worked as always. I tried to sign into LotusLive on the web which brought be to a EULA of some sort which I quickly accepted and then boom! No LotusLive for me! I was greeted with an error dialog informing me that I couldn’t access that page and a message saying: “If you have recently registered, you can access LotusLive shortly when we have finished processing your request. Try logging in again in a few moments to start using the services.”

Logging out and back in didn’t do anything for me. Waited 20 minutes but still nothing – bummer!! Major bummer as my presentation for LCTY was in LotusLive so not being able to access LotusLive put me on the spot – and not in a good way. My account had been rendered inoperable and I was unable to access LotusLive at all.

I fired of an e-mail to LotusLive support at 11.23am to have my account fixed. At 11.35am I received a confirmation e-mail back from LotusLive Support telling me that the e-mail had been received. Then I didn’t hear anything else from LotusLive Support until 8.09pm last night! Almost 9 hours later?! Of course I didn’t see that e-mail until this morning so now I have been unable to access LotusLive (web or Sametime) for more than 24 hours and still no help from LotusLive Support. What is worse is that the e-mail back from LotusLive Support simply asks me about the error dialog that I’m getting – WTF! I just logged into their system so shouldn’t they be able to find a log of what’s happening to my account based on username? That’s how it works in most other systems.

So what’s the lessons learned so far? For now I have found a new crucial factor when deciding on which out-sourcing/cloud partner to use – where is the support based. It’s quite clear from this experience that no support personnel is based in Europe. Or they are extremely understaffed.

So now I’m frustrated and we have a couple of employees not able to work in LotusLive (no “Connections” and no Sametime). Not a good day for cloud services from IBM. I will keep you updated as I continue to wait for LotusLive Support to come back to me.

11 thoughts on “LotusLive – Your account has been updated. Really?!”

  1. Holy mackrel. I’ve been hosting serevrs with Prominic in Chicago for 10 or so years now. I’ve never had to wait more than a few hours for resolution to a fix. Prominic are a good example (and I’m sure there are more) of service providers focused on providing good service. (http://prominic.net)

    Your experience with LotusLive terrifys me. You dont have an administration portal where you can fix your own users ? Or submit a web service call to reset something ?

    This is something (automation and delegation) that we’ve been doing in Firm for 10 years now and I thought was pretty commonplace.

    —* Bill



  2. Yikes! The irony of the cloud is that the distributed model reduces single points of failure from an architectural standpoint, but support is still the weakest link, whether it’s Google or IBM…


  3. Been struggling with LotusLive myself – not sure there’s anything wrong, just tremendous confusion in their communication. I’m working at it.

    I can say that my experience with setting clients up on Prominic has been first rate.


  4. I would like to thank you for this feedback.   The underlying issue with your account resulted from a problem that occurred when there was a change to your Company’s subscription.  From our review, your account got into a problem state that required a fix from our engineering team.  This is an unusual problem, but even so it took longer than is acceptable to restore.

    From your comments and those of others on this thread, it is apparent that the LotusLive support team did not meet your expectations in resolving this account access issue. As manager of the LotusLive support team, I am accountable for time to resolve on issues such as this and it is apparent that we did not meet your expectations.  I apologize for that and am taking your feedback to the teams involved and will be working on our processes to provide faster restoration of account access for future cases like this.


  5. I’ve been considering getting my wife’s growing company setup on LotusLive but I’ll have to take another long, hard look at it.

    It think it would be kinda hard to duck the client’s calls for long when the client is your wife! 🙂


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