We’ve received a lot of feedback from our customers about the power outage and the way we communicated with you. I appreciate the messages of support and I understand those expressing frustration. Though it doesn’t happen often, when there is a service disruption, we know it’s vitally important to keep the lines of communication with our customers open. As you may know, this outage affected many Intuit products and services across the entire enterprise, not just QuickBase, so finding out and sharing information took longer than you have come to expect from us.
To help address your concerns, Ginny Lee, the CIO of Intuit, has shared additional information below about what happened and what we’re doing about it.
I understand that you place a great deal of trust in QuickBase and it’s an important component to help you run your business. I personally feel devastated by this event and my team and our company shares these feelings. We take tremendous pride in our product and we don’t take unanticipated setbacks like this lightly. I want you to know that we aren’t going to waste this opportunity to learn and we are committed to moving forward and making our product and services better than ever and to regain the trust and confidence you have in QuickBase.
A first step in that process is to open the lines of communication even more. We are available to help you through our support center and we’re reaching out to those of you who have entered cases.
We’ve also added another option to reach us with questions, comments or concerns. Please feel free to contact us at 1-781-370-4414. This number will be available until July 1, 2010 and will be staffed from 9:00 a.m. – 5:00 p.m. Eastern time.
Thank you for your patience and understanding.
Note from Ginny Lee, Intuit CIO
To our customers:
We understand we didn’t communicate as frequently as you or we would have wanted. This issue was complicated and involved a number of Intuit applications. We did not want to share any information until we had complete confidence in it.
We realize now that in times of uncertainty it is better to share updates on our progress as they occur versus waiting for complete answers, not sharing enough and leaving you feeling in the dark.
We still have unanswered questions, but we do know more and I want to share it with you.
We had an accidental power failure that brought both our primary and secondary power units down. The process of restoring power caused a hardware system failure. We still don’t know the root cause of that. To ensure full integrity across all our impacted applications, we immediately initiated a restoration process using our back up data. We also had to ensure proper sequencing in a way where both individual applications and our own enterprise applications that they rely on are restored in the most reliable and secure way before bringing them back on line. This took more time than anyone would like, but it was the safest most reliable course of action.
We will continue to look into both the root cause of the failure as well as our response so that we learn from this and get better. We appreciate your patience in what has been, understandably, a very frustrating experience.
Chief Information Officer