I joined Jive three years ago to lead the technical operations team. Specifically, my organization works alongside engineering to deliver the best hosting and cloud infrastructure in the industry, provide high-quality service and facilitate open communications with our customers.
Last weekend, we experienced an outage that impacted many of you, and I sincerely apologize. We know that Jive is a mission-critical application, and our focus from a hosting standpoint is to achieve the level of service you expect.
After a detailed investigation, we discovered that a routine generator test conducted by IO, our datacenter partner, caused the power outage. In the past, IO has completed this test successfully with no impact to Jive; however, due to human error from IO on Saturday, the power distribution units (PDUs) were improperly configured.
Jive is committed to delivering a world-class SaaS product. Moving forward, we've worked with IO on a refined process. We've added a daily check of the PDU setting to help ensure correct configuration. Additionally, engineers will verify the PDU settings prior to any maintenance activity. Lastly, Jive has already completed an on-site visual and physical audit of the IO datacenter power systems.
This outage was also the first time we used http://status.jivesoftware.com, our home for real-time updates and data about system availability. This site is a step forward to help us provide accurate and timely updates to you, our valued customers. We ask that all of our customers enroll in this service to ensure you are notified immediately, as this is our primary method for proactive communication and status updates. Simply select "Subscribe to Updates" on status.jivesoftware.com. You will be enrolled and can select how you would like to be notified.
Again, I sincerely apologize for the issues this outage caused. Our goal is to be the best partner to you. Feel free to share by commenting below how Jive can continue to improve our communications during intermittent interruptions in our service.
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