October 7th Outage Update

Blog Post created by lblakemore on Oct 10, 2019

I wanted to share some additional information on the service interruption that we experienced on October 7 which resulted in domains being temporarily unavailable. The service interruption was caused by a planned network configuration change that was not expected to, nor should have, impacted service availability. Once client impact was discovered our teams worked diligently to reestablish service availability. We apologize for the disruption this caused you and your user community.


Our initial focus was to work through the technical complexities of the service interruption and reestablish availability as quickly as possible. We have completed a comprehensive after-action review to put in place measures preventing a similar outage from occurring in the future. You may request a copy of the incident report by opening a service ticket through Behind the Blackboard or by contacting your account executive.


We apologize for the impact this had on your users and the additional burden that it put on your IT and support teams. Any service interruption is unacceptable to us and is not consistent with the performance standards and high-quality experience you expect and deserve from us. We are working hard to earn your confidence and we are committed to continuing to improve the overall client experience that we deliver.


If you have additional questions, please contact me directly at or open a service ticket at