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Resolved: Users May Be Logged Out Of Altru

Our hosting administrators have stabilized services for Altru users. At this time, other products such as Financial Edge may still have a subset of users that are impacted.
We realize any issue is completely unacceptable and we deeply apologize. To support continued customer growth and expanded capabilities we are continuously modernizing our solutions. On August 12, during a planned maintenance window, Blackbaud added additional capacity to hardware in the data center where your solution is located. The hardware expansion was designed to address intermittent latency issues previously impacting a small number of customers. On Monday, August 14, we encountered an incident as organizations began accessing their applications. During this incident, users were either disconnected, unable to log in or experienced significant latency. These issues impacted some users after Monday as well.
We realize you rely on us to support your organization— our systems continue to handle record volumes and enterprise-wide we still maintain industry-leading uptimes, but we always strive to improve and are deeply committed to your success. Although, like any vendor, we cannot guarantee 100% uptime, we’ve worked aggressively to address the issues that occurred between 8/14 and 8/16. We continue to investigate to prevent a future occurrence, and are tracking this in BEN # 10167. We apologize for any inconvenience this may have caused, and appreciate your patience as we worked to provide a full resolution.
 
Posted by Kayla Clark on Aug 18, 2017 3:00 PM America/New_York

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Did I miss a notification? If this incident started on Monday, August 14, why were users not notified until Wednesday, August 16? If the issue was resolved on August 16, why were users not notified until today, August 18? Thank you.
  • Posted Fri 18 Aug 2017 06:06 PM EDT