Feeds

Maritz apologises to VMware customers again

Sorry isn't always the hardest word

Internet Security Threat Report 2014

Days before VMware's virtualization-fest at the virtual Venice of Las Vegas' Venetian Hotel, CEO has issued a second letter of apology to customers affected by the ESX update last month that crashed their virtual servers.

VMware has found that this foot-shooting episode's effects have been exacerbated by Microsoft's price-cutting of Hyper-V and whispers that VMware isn't really suitable to be mission-critical software if simple updates crash the hypervisor. Sun has also announced its xVM virtualization products and Red Hat is busy crowing about its Qumranet acquisition's KVM hypervisor which, it claims, can host many more virtual machines (VMs) than ESX.

Gondolier on Las Vegas Venetian Hotel's lagoon

Venetian Hotel's lagoon and gondola.

VMware recently lost its R&D director, Richard Sarwal, who had been recruited when founder Diane Greene ran VMware inside the Joe Tucci-controlled EMC big tent. Greene was fired in July and ex-Microsoft executive Paul Maritz, recently recruited by EMC to run its cloud computing initiatives, was given VMware to run. His update engineers screwed up big time by issuing an ESX update in August that contained destructive time out code. This caused many VMware users' licenses to abruptly expire and their virtualized server worlds came crashing down to Earth.

VMware quickly developed workarounds and fixes and Maritz issued a mea culpa letter. But then Sarwal went nine months after joining VMware, to be quickly followed by Greene's husband and co-founder, Mendel Rosenblum, VMware's chief scientist. This was an expected departure but the timing is not good and sours things for Maritz.

He's decided it's necessary to issue a second apology to customers and to emphasise VMware's credentials as a mission-critical software supplier. The letter states: "we have initiated a major examination and evaluation of our product release and quality assurance processes. This effort has yielded a number of areas for improvement, and we have already begun making needed changes. "

"We have removed any instances of the type of “time-out” code from all major, minor and maintenance code releases for VMware enterprise products and will not incorporate this type of code in our licensed products going forward."

He's not explicitly blaming the previous administration but there's a hint there of sloppy update practices having to be fixed. Maritz also says: "we will improve and better align our efforts around supporting and communicating to customers in response to product issues."

Hopefully VMware existing and potential customers will be reassured by this and not feel tempted to take a gondolier across the Venetian's lagoon to the alternate virtual worlds offered by Citrix, Microsoft, Red Hat, Sun and virtual Iron. ®

Beginner's guide to SSL certificates

More from The Register

next story
Docker's app containers are coming to Windows Server, says Microsoft
MS chases app deployment speeds already enjoyed by Linux devs
'Hmm, why CAN'T I run a water pipe through that rack of media servers?'
Leaving Las Vegas for Armenia kludging and Dubai dune bashing
'Urika': Cray unveils new 1,500-core big data crunching monster
6TB of DRAM, 38TB of SSD flash and 120TB of disk storage
Facebook slurps 'paste sites' for STOLEN passwords, sprinkles on hash and salt
Zuck's ad empire DOESN'T see details in plain text. Phew!
SDI wars: WTF is software defined infrastructure?
This time we play for ALL the marbles
Windows 10: Forget Cloudobile, put Security and Privacy First
But - dammit - It would be insane to say 'don't collect, because NSA'
Oracle hires former SAP exec for cloudy push
'We know Larry said cloud was gibberish, and insane, and idiotic, but...'
Symantec backs out of Backup Exec: Plans to can appliance in Jan
Will still provide support to existing customers
prev story

Whitepapers

Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Why cloud backup?
Combining the latest advancements in disk-based backup with secure, integrated, cloud technologies offer organizations fast and assured recovery of their critical enterprise data.
Win a year’s supply of chocolate
There is no techie angle to this competition so we're not going to pretend there is, but everyone loves chocolate so who cares.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Intelligent flash storage arrays
Tegile Intelligent Storage Arrays with IntelliFlash helps IT boost storage utilization and effciency while delivering unmatched storage savings and performance.