Another outage!

Bryan Lorenzo

Daren Worcester‍ &  Elizabeth Perron‍ 


Why can't Blackbaud update https://status.blackbaud.com/ in a timely manner? There is yet another K-12 outage today and it hasn't been updated yet. The issue started at around 11:58 am.


The last two times there was an outage on 3/14 and 4/7 it took over 30-40 minutes for them to update the page.

Elizabeth Perron

Hi Bryan,


I sent you a private Community message to gather more information.  


In harmony,

​​​​​​​Elizabeth 

Josceline Reardon

Elizabeth Perron, We experienced it as well this morning. Could not pull up chat or any of my cases, plus Education Management was hanging up and then our website wouldn't load. Called BBK12 and they said they did not have any reports, but I saw that they were reporting FE & RE NXT with intermittent slowness which is what we were experiencing with Education Management as well as support central not loading. Our Case # was 017776174

Elizabeth Perron

Thank you Josceline Reardon‍!  I will forward this information.  


Hope everyone has a good evening.  

Elizabeth

Daren Worcester

Hi Bryan Lorenzo‍, thanks for the question. The short answer is that Blackbaud has policies and procedures in place to ensure that the information communicated is accurate before publishing. As you can imagine, it takes a few minutes to identify the root cause and go through the necessary communication channels. In the case of today's event, it was resolved quickly before we could publish a status. We have been re-assessing this process in the wake of the 3/14 event, and we understand the importance of seeing an acknowledgment on the status page that something is amiss. We're continuing to look into ways to expedite this process.

Brian Lumsden

Daren Worcester:

Hi Bryan Lorenzo‍, thanks for the question. The short answer is that Blackbaud has policies and procedures in place to ensure that the information communicated is accurate before publishing. As you can imagine, it takes a few minutes to identify the root cause and go through the necessary communication channels. In the case of today's event, it was resolved quickly before we could publish a status. We have been re-assessing this process in the wake of the 3/14 event, and we understand the importance of seeing an acknowledgment on the status page that something is amiss. We're continuing to look into ways to expedite this process.

Hi Daren - may I suggest, "We are investigating reports of XYZ and will provide an update in 30 minutes or less"? That would be helpful for us, and likely you as well by reducing the number of support calls for the same issue.

Daren Worcester

Brian Lumsden:

Hi Daren - may I suggest, "We are investigating reports of XYZ and will provide an update in 30 minutes or less"? That would be helpful for us, and likely you as well by reducing the number of support calls for the same issue.

 

Hi Brian Lumsden‍, I actually had that same question yesterday, but what I learned from our RDO team is that it's not that simple. Our operations center requires us to report the customer impact before they will post a status. There's a good reason for this—we investigate a lot of things that turn out to be nothing, so they don't want us creating a "boy who cried wolf" scenario where the status page loses its value. As mentioned in my previous comment, the RDO team believes that there's room for improvement here, and they're looking into ways to streamline the process.