An Update on Wipster's Recent Service Outage
I wanted to share an update with our customers on the outage that occurred over several days this past week.
Over the weekend, a failure in our internal access control processes resulted in the temporary loss of service of our primary domain.
The domain hosts our website, app, and corporate email. Since we use two-factor authentication for access, which is tied to email on that domain, we were forced to initiate an account recovery process. In the first day of the outage, this presented numerous challenges for communicating about the service outage to customers - we were not prepared for this scenario and in the first 24 hours failed to notify customers and provide assurances about the safety of their data and the return of service.
As the CEO of the company, I take full responsibility for this lapse - we feel devastated about the impact that this had to our customers' work and to your own businesses. We fell short of our customers' expectations in the initial process failure which caused the outage, and when our standard communication channels to customers were not immediately available to us, we were not adequately prepared to communicate with customers in a timely manner.
We are not casually moving on from this incident. Wipster is a highly-secure and resilient platform, but human error in this case caused a disastrous scenario which was unacceptable and completely preventable. We have already remedied the specific issues which caused this outage, and have initiated a review of our Access Control systems and Disaster Recovery process to ensure the following: