By John Baker | Published: Friday, February 01, 2013
You have every right to be angry
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.
President & CEO
Posted in: Corporate