At around 11:30 AM EDT on March 28, we experienced an issue with one of our critical infrastructure systems that supports many parts of our platform, causing issues with tools such as email, page publishing, sales tools, reporting, and more.
For those affected, we’re so sorry for the impact this has had on your business. We know that the timing of this, at the end of the month and the quarter, makes this situation especially painful for some of our customers.
During the outage, we heard from some of you that you were frustrated by the gaps in time between our updates. We never want to frustrate you and are sorry that we did. We strive to provide accurate information and since we were communicating while actively assessing and repairing the issues, we erred on the side of accuracy over timeliness where we had to make a choice during the day. This doesn’t take away the frustration, but we do want you to know the reason behind the gaps between updates. As we got more certainty, we were able to communicate more frequently.
As of 5:00 PM EDT, we have been able to restore the affected system and have been working throughout the day to catch up on all of the data. This process will continue until we have been able to fully restore all of the functionality and catch up all of our systems. We ask for your continued patience as we work through this backlog and make sure everything is back up and running. If you are experiencing additional issues related to this incident, please contact Support. Please note that you may experience delays in response time as we work through communication with all impacted customers. We will also be posting updates to our Status Page as new functionality becomes available.
We have identified the root cause of the issue and are working on our end to prevent this from occurring again. We aspire to be a remarkable software platform – intuitive and consumer-grade for our users and reliable and enterprise-grade for all of our customers. We know we didn't live up to that commitment over the past 24 hours.
We will be publishing an in-depth retrospective next week that provides more information about the cause of this issue, as well as the steps we’re taking to make sure this doesn’t happen again.
Your growth is our top priority, and we’re doing everything we can to make sure these types of issues don’t happen in the future. We’re working tirelessly to ensure that every last customer need is met.
Originally published Mar 29, 2019 5:07:38 PM, updated March 29 2019