We know how important the Blackboard Collaborate™ platform is for our clients to deliver core educational services. In the last year, our customers have held over 1 billion minutes of Web conferencing for class instruction, office hours, administrative meetings and more.
That is why we strive to deliver top-notch service with high availability and reliability to our customers. Yesterday, we were not able to deliver that dependable service, which our customers expect and deserve and I wanted to address this issue head on.
Starting Monday morning and lasting throughout the day, we experienced technical issues that led to delayed service response and slow connections to Web conferencing sessions during peak service times. The interruption in service was a result of the combination of an update to our software over the weekend and an extremely large number of users downloading the new software at the same time. In order to keep our clients well informed of the issues, we posted a notice in our Support Portal and shared the notice and updates throughout the day via Twitter.
While we have experienced intermittent delays today, we are addressing the situation and have taken steps to ensure this doesn’t happen again. We have made changes to our software, hosting infrastructure and our monitoring processes and we are prepared to respond to high download traffic volume in the future by being more vigilant, making necessary updates and enhancements, adding resources where needed and conducting a full internal analysis of the issue.
We don’t usually blog about these types of issues, but we wanted to assure you we heard your concerns and let you know that we’re taking measures so you can rely on Blackboard Collaborate around the clock, to help your organization meet its educational objectives.
We regret this interruption in service and appreciate the great patience demonstrated by our clients and users yesterday. I apologize for any disruption this may have caused your organization and if you have any questions or comments about these issues, please contact Technical Support.