Device and app depends on Netro servers

Hello.

Everything was fine so far with my sprite controller and I must say I like it a lot.

During this Saturday, I was not able to reach the app. It was opening and closing right after. I reinstalled it. Same behaviour. I installed it on another phone with the same result.

I went to the main website and could witness no login or forum was available allegedly due to a high volume of traffic. 

My device should be able to work independently from your servers availability. If your company runs of business today, how are your customer going to use the devices they bought from you?

It is urgent, you update your app to be able to work autonomously in offline mode, regardless the state of your servers 

Answer From Wency Pan

19
Wency Pan
 Updated at 2022-07-18 07:52:55 UTC
Dear customer,

We were upgrading our server due to rapid increase of active devices connected to the Netro cloud server, at that time the cloud service was temporarily unavailable.

Sorry about the inconvenience.


Our cloud service is provided by Amazon and the service fee has been prepaid for 10 years, so this cloud service will not stop working.
We are doing well in growing the business and please do not worry about it.

Regards, 

Wency

Netro Support
View: 575    Like: 1

8
Geron R
 2022-07-19 11:45:31 UTC  
Thank you for the response.

8
Geron R
 2022-07-19 11:48:30 UTC  
Maybe next time Netro should send a message so the customers will know there’s a planned outage. Just a suggestion. Thank you
19
Wency Pan
 2022-07-25 08:04:20 UTC  
Hi Geron,

Thanks and I will talk to our R&D.

Regards,
Wency
Netro Support

45
Green Peas
 2022-07-19 13:07:39 UTC  
That’s understandable. But as Geron suggested, your app should be designed to be able to communicate with the controller even when your servers are temporarily down or out.
19
Wency Pan
 2022-07-25 08:04:53 UTC  
Hi Green,

Thanks for your request and I will talk to our R&D.

Regards,
Wency
Netro Support

3
Simon Clark
 2022-07-22 20:53:52 UTC  
Unacceptable that you don’t communicate to your customers that they can’t water in the middle of summer, for us in Europe in the middle of hottest ever summer. Worse still that your devices still don’t have local control.
19
Wency Pan
 2022-07-25 08:05:29 UTC  
Hi Simon,

I will talk to our R&D about this. Sorry about the inconvenience.

Regards,
Wency
Netro Support

12
David Domingues
 2022-07-24 14:52:36 UTC  
It is however urgent to upgrade the app to be able to display minimum functions when servers are not available.I cannot stop watering my plants because of your servers conditions.
19
Wency Pan
 2022-07-25 08:05:43 UTC  
Hi David,

I will talk to our R&D about this. Sorry about the inconvenience.

Regards,
Wency
Netro Support