Letter from our CEO on Service Incident 11/22/2024
Sara Atteby
started a topic
about 1 year ago
Hello everyone,
On Friday at 14h35 Eastern, iotum’s production database had a problem which affected many partners and their customers. Many customers were unable to connect to their meetings or were dropped from meetings.
Google Calendar recently changed the way it works. On Friday it sent an overwhelming volume of update requests causing a cascade of problems. To most end users, the system seemed slow, or mild symptoms appeared like ‘mute’ taking a few seconds to take effect. However, others experienced meetings not ending, guests being dropped, or meeting rooms not being available. The iotum support team decided to disable our synchronization with Google Calendar.
Systems were restored quickly on Friday afternoon. We apologise for the disruption this caused to your customers and business. We conducted a post incident analysis to improve our responses. We were fast, but we could have done better.
We are now hard at work to safely restore Google synchronization. Watch for our usual product update emails.
This is a good time to remind you service reports are available on our status page. All white-label and channel administrators should subscribe to status updates so we can communicate with you fast. Please subscribe, and once you click ‘subscribe’please confirm by email your subscription: https://status.callbridge.com/
We boast that our service is more reliable than competitors, but every now and then we do have problems. We do our best to have none. Again, I apologise.
Sara Atteby
Hello everyone,
On Friday at 14h35 Eastern, iotum’s production database had a problem which affected many partners and their customers. Many customers were unable to connect to their meetings or were dropped from meetings.
Google Calendar recently changed the way it works. On Friday it sent an overwhelming volume of update requests causing a cascade of problems. To most end users, the system seemed slow, or mild symptoms appeared like ‘mute’ taking a few seconds to take effect. However, others experienced meetings not ending, guests being dropped, or meeting rooms not being available. The iotum support team decided to disable our synchronization with Google Calendar.
Systems were restored quickly on Friday afternoon. We apologise for the disruption this caused to your customers and business. We conducted a post incident analysis to improve our responses. We were fast, but we could have done better.
We are now hard at work to safely restore Google synchronization. Watch for our usual product update emails.
This is a good time to remind you service reports are available on our status page. All white-label and channel administrators should subscribe to status updates so we can communicate with you fast. Please subscribe, and once you click ‘subscribe’please confirm by email your subscription: https://status.callbridge.com/
We boast that our service is more reliable than competitors, but every now and then we do have problems. We do our best to have none. Again, I apologise.
Jason Martin
CEO iotum