Reckon Outage 1st March 2018 - Cause and Remediation

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Rav, Reckon marked the fault yesterday as "resolved" with no further update.
With the increased stability in the hosted platform, please advise the details of the "known" fault - i.e. what actually was the problem? And what processes Reckon is putting in place to prevent ongoing issues of stability and performance. Also what is the SLA for the hosted platform (ie the expected uptime and service level). Feel free to be as technical as you like as this is an area we are most comfortable in anyway in terms of systems and technology. From a business perspective, is there the ability for us to have a copy of the Reckon software installed locally as part of business continuity.  With so many outages and hours of downtime of late this has been raised by our management team to be investigated for both ourselves and our clients.
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Posted 2 years ago

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Rav, Community Manager

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The cause of yesterday's issue was determined to be related to a deployment unrelated to Hosted earlier in the week which resulted in abnormal CPU usage to a Hosted dependent server. 
We do run a Secondary instance of this server that we can move to in case of issues, however during the outage yesterday, our team experienced problems getting this secondary server running which resulted in a delay in resolution.

We'll put our hand up and admit that we've had a few issues in the span of the last 2-3 weeks which has been frustrating for both users and us too. While the end result has been the same for our Hosted users in the sense that they can't login or access the service in some way or another, the underlying cause of each issue has been different every time. We've learnt from this on every occasion, and work towards making the necessary changes to our infrastructure to  ensure they either don't occur again or are minimised as much as possible moving forward.

We make every effort to ensure the chances of issues arising are minimised and if/when they do occur, we have a structured incident response process in place which is implemented and covers multiple business units ie. Support, Community, Technology, Management etc

Stability and performance of the platform is crucial and we have specific plans around this including moving the Hosted infrastructure to a new server environment which will result in better speed, efficiency, stability, reduction of the "black screen” issues and implementation of streamlined functions/workflows.

In regard to your query around local/offline access, yes there is certainly an option for that. Hosted customers are entitled to a complimentary single user copy of Reckon Accounts Enterprise which is essentially Hosted without the online access. If you don't have this already, it can be organised by our Customer Service team so just give us a buzz and they'll get that sorted.