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acrobat.com server outages demonstrate "unreasonable efforts"

May 15, 2012 11:28 AM

I routinely get 14.4 modem speeds (or worse) on downloads from Acrobat.com. It's been abysmal for months and seems to be getting worse. I get faster downloads on my iPhone!

 

I've been waiting patiently for the system to improve. With the Drop 20 Release of DPS, I had hoped that improvements to the "server" might be implemented as well; but nothing has changed that I can tell.


We all know and understand periodic server outages and downtime. They are infrequent and unplanned interruptions to our work. But I am beginning to question whether Adobe is living up to its obligation to make reasonable efforts to provide access to the Acrobat.com server.

 

By forcing us to utilize their hosting service for DPS rather than our own, they have made us completely dependent upon their definition of reasonable up time and bandwidth utilization. Yet nowhere in the Acrobat.com terms of service is this specifically defined.


I don't think their efforts are "reasonable" anymore.


Mostly I am concerned that as a multitude of new DPS users purchase CS6 Creative Cloud and jostle with us for access to Acrobat.com we will continue to experience highly unreliable service.


Anyone? Zeke, John, Neil, Bob - care to comment?

 

-----

 

from acrobat.com terms of service

 

Availability of the Services. Adobe uses reasonable efforts to make the Services available 24 hours a day, 7 days a week. However, there will be occasions when the Services will be interrupted for maintenance, upgrades and repairs, or as a result of failure of telecommunications links and equipment that are beyond Adobe's control. Adobe will take reasonable steps to minimize such disruption, to the extent it is within Adobe's reasonable control. The Services may not be available in all languages.

 
Replies
  • Currently Being Moderated
    May 15, 2012 7:39 PM   in reply to Mike Lipson

    I couldn't agree more. We need to the community to ask insist on the ability to host our own files. It's obvious why Adobe wants to provide a hosting service (a huge revenue opportunity as illustrated below), but those of us who can host things on our own should have that option. I'm fine with Adobe making a healthy profit on hosting services for those who don't know how to, or don't care to mess around with it, but the pricing, reliability and speed of Adobe's hosting compared to others is simply unacceptable.

     

     

    Case in point, here's a comparison of Adobe's hosting vs. Amazon's S3, which is one of many viable "cloud" hosting options out there.

     

     

    Assuming I have a 150MB app, and it is downloaded 5,000 times...

     

     

    Through Adobe:

    - "Free" to store the file.

    - $1,500 in download costs (5000 download x $0.30).

     

     

    Through Amazon's S3:

    - $0.02/month to store the file (includes redundancy).

    - $89.89 in download costs.

     

     

    So comparing Adobe's hosting to S3, we get:

    - 1666% higher pricing.

    - Less (or no) redundancy.

    - Considerably less reliability.

    - Immensely slower speeds (up and down).

     

     

    For those interested in pricing out your own apps with S3, here's Amazon's calculator:

    http://calculator.s3.amazonaws.com/calc5.html

     

     

    I'm sure others would swear by other cloud services. I've been happy with S3. In the last 4+ years hosting data there, we've had something like 7 seconds of downtime. It's simply rock solid compared to many hosting solutions, let alone compared to what Adobe is offering.

     

     

    So please, community, let's make our voices heard and demand we have the option of hosting our own files. The solution Adobe is currently providing is simply not reasonable, as Mike said.

     

     

    Thanks,

    Chris

     
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  • Currently Being Moderated
    May 16, 2012 12:26 AM   in reply to fetopher

    funny thing is, adobe is using amazon's servers for their distribution

    service, where folios in real viewers come from. And they are reliable and

    fast.

     

    —Johannes

     
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  • Currently Being Moderated
    May 16, 2012 9:24 AM   in reply to Mike Lipson

    i have to correct myself, distribution service is on akamai.

     

    -Johannes

     
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  • Currently Being Moderated
    May 16, 2012 9:25 AM   in reply to Mike Lipson

    http://health.acrobat.com/

     

    "The service is currently degraded.  Investigation are underway."

     
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