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You have every right to be angry

Categories: Corporate,

More than 10 million learners world-wide rely on our technology, and the Twittersphere lit up when our service to a number of our clients went down Tuesday afternoon. At its worst point, the outage affected one in four of our clients. Learners and employees were frustrated and angry, and justly so. They are under tremendously tight deadlines. They had essays due, lectures to watch, quizzes to complete and questions they wanted answered. Digital technologies are now integral to their learning, and when technology fails the frustration is immediate.

For many of our clients, our software is the hub around which they build their programs. They expect that our services are up and running during the day and throughout the evening and night. This is the goal to which we strive, and I apologize for falling far short of this. Some of you had no service for a period that reached up to 72 hours, which is completely unacceptable. Our system is now functioning normally and I have personally confirmed that all client data and sites are fully restored.

In recent months, we have invested enormous time, effort and resources into improving the reliability of our SaaS infrastructure. Dennis Kavelman, Chief Operating Officer, will outline in a separate post the technical specifics of what went wrong this week and the steps we have taken and will take in the near future to prevent a repeat of this failure.

Institutions have chosen Desire2Learn as their partner in delivering a state-of-the-art infrastructure within which educators and learners can flourish. Our employees are dedicated and passionate about learning and want to help you achieve your goals.

We have to work to rebuild your confidence in our systems. It is a goal which I believe we can achieve. I pledge to you that we will amplify our efforts to provide the world’s most effective and reliable learning software.

Sincerely,

John Baker
President & CEO

(Please share your thoughts with us on our Facebook page and on Twitter.)

John Baker

About John Baker

John founded Desire2Learn in 1999, at the age of twenty-two, while attending the University of Waterloo as a Systems Design Engineering student. A strong believer in community involvement, John devotes both his personal and business efforts to supporting young entrepreneurs who are developing and applying technology to improve society worldwide. He was a Waterloo Region Top 40 Under 40 award recipient in 2009, and was also inducted into the Waterloo Region Hall of Fame as an Intrepid Entrepreneur that same year. A four-time recipient of the Deloitte Technology Fast50 award in consecutive years (2006-2009), he was named the Waterloo Region's Young Entrepreneur of the Year in 2008 and received the University of Waterloo Young Alumni Achievement Medal in 2010. In February 2013, John was appointed to the Social Sciences and Humanities Research Council of Canada (SSHRC). As a prominent voice for both education and technology, he serves as Chairman of the Board at Communitech and also sits on the boards for both the National Ballet School (in Canada) and Canada's Technology Triangle (CTT). Additionally, he is an affinity board member for Memorial University and a University of Waterloo Alumni Council member. John graduated from the University of Waterloo with an Honours B.A.Sc. in Systems Design Engineering, with First Class Honours and an option in Management Sciences.

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