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Dear Customer, On 1 November 2019 we experienced an outage to the WAVE infrastructure that lasted approximately 14 hours. We acknowledge and apologize for the inconvenience this caused to all our customers, especially those in the midst of registering 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. 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 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. 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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