Our site and builder has been down for 6 hours now, and when you find the status page, it’s still showing 100% uptime for today, and “some USA customers are seeing slower than usual loading times”. I guess a browser time out can be argued as slow loading, but we are in EU datacentre, so it’s your EU customers as well.
I don’t know why you bother with a status page when you are just going to insult us with it’s contents.
Anyone with a service level that allows a reply from support in less than 4 working days, or even have a phone number managed to get any sensible answer as to what’s going on and when it will be resolved?
Hi Andrew! I’m sorry to hear you’re experiencing issues with your apps and account. Did you by chance open a ticket regarding this issue with our Support team? We have been all hands on deck since tickets started coming in regarding the downtime.
For our status page update, the reports we were getting were only from users whose apps were hosted on our US servers, so that was why we posted that it’s affecting US customers. As you can see in our post, we still don’t quite know what caused this issue. So, we were simply going by the information we had available to us.
In terms of the response time, I’m happy to connect with you directly and review your tickets to see where the ball was dropped. We’ve made many changes in tooling and processes and have significantly improved our response times. So, a four-day response time is certainly something I would like to investigate further.
Just as a point, we are in the EU Datacentre, and used Knack all the working day on Jun 14th without incident.
That’s not to say that the problem wasn’t there in the Knack Server, but it can sometimes be elsewhere down the chain somewhere and the visible manifestation is not where the issue lays.