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Dear Partner, On 1 November 2019 we experienced an outage to the WAVE Portal that lasted approximately 14 hours. We acknowledge and apologize for the inconvenience this caused to all our partners, especially those in the midst of installing and commissioning systems during the outage. Please note that such outage always gets my personal attention. These outages clearly do not represent the level of service we strive to provide to you. The details of the outage cause and remedy may be found in the attached outage report. As stated in the report, we have taken action to prevent this issue from happening again. I also want to personally apologize for the lack of information sharing during the outage event. Our standard means of communicating status to you during an outage is a banner that is placed on the WAVE Portal. This banner was not available during the outage. However, I should have reached out to you via e-mail to inform you of the status of the outage. We have rectified our internal processes to address this issue. I also want to thank our Customer Support team and Solution Architects for jumping in to help wherever they could during the outage. We continue to make great strides in our transformation of all our services to be laser focused on the steps of Installation, Optimization and Monitoring. To this end, our up-time for our WAVE service to date is 99.71% which is significantly better than 2018. However, we are not satisfied with this performance, especially when we have such a long outage as we had on 11/1/2019. Therefore, we continue to drive towards a set of tools that will allow you to complete all Install and Optimize steps for a Cel-Fi system even if the WAVE portal is experiencing an issue. The launch of our Cel-Fi WAVE PRO app and Cel-Fi COMPASS tester is imminent and we trust this will provide you with the security to know that Cel-Fi will always be the easiest and quickest installation in the industry. Should you have any questions, please do not hesitate to contact us. We appreciate all your feedback and advise on steps we may take to improve our level of service. Sincerely, |
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