As you know, we experienced a lengthy outage of Auctiva.com over the weekend just past. Service has now been fully restored, and the Auctiva.com site is back on-line and fully functional. We sincerely regret the inconvenience this caused our users.
I want to take a moment to explain in more detail what happened, what we did, and what we are doing about it going forward.
This past weekend, we experienced a sudden, unexpected and serious failure of the communications front-end hardware that Auctiva.com relies on to communicate over the internet. The specific hardware components that failed have a fully redundant backup system in place, and to our dismay, that backup system also failed. For most of the outage duration, we had no connectivity to the internet from our data center, with the result that we were unable to transmit the ‘site down’ page that we usually use.
All Auctiva staff who possess the technical knowledge required to assist with a hardware failure of this type were engaged for the entire duration of the outage in correcting the issue. In addition, they consulted with outside experts.
Unfortunately, this was the type of outage where the vast majority of time was consumed in diagnosing and correcting multiple issues that were in play. Additionally, we could not give any estimates of time remaining as the only thing we could be sure of is that such estimates would likely prove to be wrong.
Further complicating matters was the fact that our main means of communicating to Auctiva users, the site itself, was not working. Our priority at that time was, and had to be, restoring the site to full service as quickly as possible.
Now that the problem has been resolved, we are looking at measures we can take to prevent situations this one from occurring in the future. As a part of this discussion, we will consider how we can improve our communication with the user community about our status in such situations as this one.
Our goal remains for Auctiva.com to be the most reliable site possible, and in this instance we fell short of that goal. Again, let me re-state that we sincerely regret any and all inconvenience this outage caused.