As another week goes by so does another data security breach ­ this time in the form of ISP and web-hosting firm Fasthosts, which suffered an intrusion earlier this year that compromised a number of user passwords and sensitive information, forcing Fasthosts to change many passwords to ensure the
data was protected.
However, what Fasthosts neglected to mention was that this action would start a chain reaction and create a heap of unexpected and unrewarded work for its partners that are just trying to get on with everyday business and make an honest living.
Many resellers were confronted with irate customers who could no longer access their data because their old passwords had been cancelled, and new ones sent in the post. So to keep up a good working relationship with these customers, a number of partners spent time visiting all affected customers and changing their passwords for them.
This kind of personal service is to be expected as it is what is generally known as good business practice ­ ensuring customer loyalty by providing support during a crisis.
It is a pity that Fasthosts failed to take a leaf out of its partners’ books. Resellers were expected to cover this breach out of their own pocket, with absolutely no support from the ISP whatsoever.
Fasthosts should take note. The channel has a very long memory ­ and if it carries on treating its loyal partners in this manner, it could soon see a growing number of them washing their hands of
it once and for all.
Sara Yirrell is editor of CRN. Email her at sara.yirrell@incisivemedia.com