Dear Wildfire Customer,
As you may know, yesterday Wildfire experienced unexpected downtime due to an unplanned outage of our infrastructure provider, Amazon Web services (EC2).
While the Amazon issue affected many internet companies, including Wildfire, Foursquare, Hootsuite, and Heroku (a Salesforce company) our site being down is certainly not acceptable for our customers, and it’s not acceptable to us. We sincerely apologize for any inconvenience that you may have experienced as a result of our site issues.
Please know that there was no data loss – any campaign data you had in Wildfire’s platform was unaffected by the site outage.
In addition to apologizing for the downtime itself, I also wanted to acknowledge that we could have done a better job getting the news out to our customers faster than we did. For a variety of reasons, including the fact that we were overly optimistic that Amazon would resolve the issues far quicker than they did, we didn’t get the news out to our customers via email and our blog until several hours after the site issues began. For this we are sincerely sorry.
Rest assured that we will do everything we can to ensure that we do not experience a similar prolonged downtime in the future. To this end, we are working on implementing several changes in the coming weeks, including:
- Regional data center redundancies which would allow us to restore services dramatically faster than we achieved yesterday.
- Revamp our site error messaging so that it's less alarming and confusing to consumers trying to enter your Wildfire-powered campaigns
- A rapid communication and escalation plan for any future issues to make sure you have the information as fast as we do.
As a company that strives to provide our customers with a top-notch experience, yesterday's outage was a huge disappointment for us. We are very grateful that you've chosen to work with us and we will do everything we can to ensure that you have a good experience going forward. If you'd like to discuss the outage with us in more detail or if you have any other concerns, please don't hesitate to let me know.
Regards,
Victoria Ransom
CEO
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