Hello, DialSource users:
experiencing some slowness down at the moment. Our dev team is aware of it and working at it as this is being posted. We will keep you up to date via this post as soon as new information becomes available.
UPDATE - 12:40p: We are dealing with an issue with one of our SSL certificates. We're working with our hosting provider to get this handled as quickly as possible.
UPDATE - 12:55p: Denali should be fully operational by 1:00p. Additional update to follow.
UPDATE - 1:10p: Still working with our hosting provider. We'll keep the information coming as we have it.
UPDATE - 1:30p: Final items are wrapping up. Denali is live, but a bit slow as it clears through the backlog of requests. We'll be clearing out the queues as quickly as we can to return to typical snappy response times.
UPDATE - 1:50p: All functions are back to "healthy" on all feature servers, as well as Campaign Worker servers. We are now addressing servers hosting the DS Management, User, etc. tabs.
First of all, thank you to each of you for staying in touch with the updates via Base Camp. As you can imagine, it's been quite a day over here at DialSource and being able to communicate with all users via one thread is essential to making sure you all have the most up-to-date information.
Now that the dust has settled, we wanted to get a bit more information out to each of you. First and foremost, we value honesty and transparency with our messaging. Occasionally, in an attempt be as open as possible, speed or messaging takes precedence over full detail. As an example, while we initially reported this issue as “slowness,” this was not an attempt to hide any of the facts. Our initial post was actually based on internal notifications that messages were taking too long to process and we wanted to make all users aware of that. As we dug in, we realized there was a larger root issue and updated the post accordingly.
Next, while it may be of little consolation at the moment, this was in no way a technical failure of Denali, but rather a temporary hosting issue brought on by human error. The complete details are that we had an expired SSL certificate which did not get updated appropriately. The expired certificate had to be replaced on all servers and all processes had to be restarted while we worked with our hosting provider to expedite the approval of our new certificate and restore access. We have dealt with this process issue and have put measures in place to avoid this type of issue in the future. However, this was our mistake and we take responsibility for it.
As our way of putting our money were our mouth is, we will be issuing credits to all V3 accounts. Your CSM will be in touch with the details over the next day or two.