Crucial Paradigm issues apology for Cloud service outage

Human error caused disruptions, affected customers to receive incident report

Australian Cloud hosting provider, Crucial Paradigm, has issued a public apology to its Cloud customers of which approximately 1400 had their services disrupted earlier this week for over six hours.

According to Crucial managing director, Aaron Weller, the disruption affected around 25 per cent of its 2000 server farms.

“We sincerely apologise to those customers who were affected by the downtime,” Weller said in a statement. “This is the first time in Crucial’s history that our Cloud environment has been affected to such a significant degree as it was yesterday.”

“This was not a technology failure but the result of human error and we are taking urgent steps…to ensure this kind of problem never happens again.”

Crucial confirmed that all affected customers will receive a full incident report by close of business Friday.

In wake of the outage, the company is also reminding businesses that they must have contingency plans to ensure business continuity in the case of a failure as Cloud environment are not bulletproof, as the disruption proved.

Weller said that customers need to recognise that when moving to the Cloud, occasional issues are inevitable and they should implement policies to protect their business.

“Even much bigger cloud players like Amazon and Microsoft have experienced substantial outages in recent months affecting many thousands of customers. The important consideration for customers is that their cloud provider has adequate protections in place and will do whatever it takes to restore services as quickly as possible,” Weller added.

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