On March 1st our services were severely disrupted. To any and all customers, users and partners we offer our sincere apologies for any inconvenience. We are proud to work with you and take pride in our product and services. We want you to share that feeling!
Our tech team was alerted immediately by our monitoring systems and all available resources were put on the case to rectify it:
- Our first priority was to get the system up and running again;
- Secondly (parallel) we contacted any customers with scheduled assessments;
- Thirdly we did an inventory on candidates, authors and markers affected (In that order);
Investigation that evening showed we we had no other option but to restore from backup. This was initiated as soon as this became clear and it got the system fully operational again. We have contacted those customers that were affected according to our logs. The team confirmed what you told me: Looker was not affected.
We keep logs showing candidates taking exams separately and are in the process of getting that info to those few customers who were affected in delivery.
This major incident showed that our monitoring and restore processes are effective, but that will use to improve on some points.
Best Regards, Hendrik