CORDIC NEWS CORDIC CEO MESSAGE RE: RECENT SYSTEM OUTAGE
The following is an announcement from Cordic’s CEO, Tom Peyerl, regarding the recent system outage which has affected some Cordic customers.
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Cordic has always prided itself on providing the most reliable booking and despatch system on the market. There- fore, the events that have affected part of our cloud platform over the last couple of days have been taken extremely seriously and are a cause of great concern to us. Our techni- cal support team have been working round the clock until all services have been fully restored.
Conversation and transparency are vital to our business; this is why we are disclosing this information to all customers, including those not affected by the event.
First and foremost, we would like to offer our sincere apologies to all of our affected customers and reassure you that we are taking a series of steps so that this type of outage does not happen ever again.
Over the last 12 months, Cordic has been working extensively on projects to improve our cloud platform’s resilience, and we have been migrating customers to this new platform.
What happened? What happens now?
From Monday, 21st June 1:45 pm to Tuesday, 22nd June 12:56 am, there was a sudden and unprecedented outage at one of our cloud computing suppliers, prompting us to start our disaster recovery process immediately. The outage affected customers on our legacy cloud platform and was caused by a network failure at a third party data centre, caused by a damaged BT fibre cable. Our legacy cloud platform used this data centre.
Cordic’s Customer Support team was in continuous conversations with the customers affected throughout the event, and email updates were being continually sent.
Our new cloud platform, which we are currently rolling out, is built on Microsoft Azure and takes advantage of Microsoft’s resilience and redundancy that has been built into the established Azure platform.
In response to the failure we experienced on Monday, we decided to migrate all affected customers onto the Azure platform from data backups, to restore basic despatch capabilities as quickly as possible. Our teams completed this process sooner than the original data centre came back online.
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We will conduct a thorough review of the systems and processes we have in place, and we will produce a full report to be published on our website on the 30th of July 2021. This report will be emailed to all customers directly affected by the system outage. It will include a thorough review of our failover processes, recommended actions, and an implemen- tation plan for which we will provide regular updates on our progress.
Cordic prides itself on being at the heart of our customers’ businesses. Very little happens that does not go through our software. It is trusted and depended on to work at all times, no matter the circumstances. This week we have let you down, and we take full accountability for this. As such, we are offering a total discount on the main recurring bill for June as a goodwill gesture to all customers affected by this issue.
Once more, we are extremely grateful for your continued support and valued custom.
Yours Sincerely, Tom Peyerl
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We then continued working around the clock to bring all other services back online. We will be fully discontinuing the legacy cloud platform so all cloud customers will benefit from the additional resilience and redundancy built into the infrastructure supporting our new cloud platform.
We will do better next time
We have learnt important lessons from this incident about our disaster recovery processes and capabilities. Infrastructure failures can happen at any time, and systems must be built on top of the infrastructure to ensure the effects of these failures are mitigated as quickly as possible. Therefore, whilst the event that caused the outage was outside of Cordic’s control, the response to it was within our control, and we recognise we need to do better.
JULY 2021
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