Two weeks ago, Adobe EchoSign had a system failure in the middle of the night. It was 12:13 AM PST on August 18th, and our maintenance page went up for a total of 85 minutes. You’ll see this indicated up on our trust site. Clearly this is unacceptable for our customers – and we apologize. It was also tough for the team, which had been able to deliver 100% uptime for 5 of the previous 7 months. And to be frank, we’d missed a step in our routine maintenance that led to the outage. Fortunately, this event took place at a time that immediately followed a planned maintenance window, and the total customer impact was near zero. [Even if the system is down, Adobe EchoSign doesn’t lose what we call “docs in flight” so customers were able to finish their transactions.]
When the service goes down, we use this as an important opportunity to really assess our people, systems, processes, and tools: every failure is a major opportunity to improve. That’s what we’re doing. It’s also an opportunity to communicate with transparency to our customers about our challenges, and our improvements.
I just wanted to send out a personal note on this to explain what happened, and to let you know that we’re making continuous, massive improvements in this arena. We are pushing to be the #1 most reliable, performant SaaS service available: that’s our “BHAG.” And it’s priority #1 for our customers.
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