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Server upgrade hits Xero services

Users hit with service issues for more than six hours
Rod Drury -- Xero founder and CEO

Rod Drury -- Xero founder and CEO

Xero (ASX:XRO) has been hit by service issues after an upgrade to a key database server aimed at improving performance resulted in an unforeseen performance degradation of the database in question and some of its services. 

The New Zealand-headquartered cloud computing software provider told users just before midday New Zealand time on 12 March that it had become aware of some users “experiencing slowness working in Xero”.

Xero said at the time that its product team was looking into the issue with urgency.

By 12:30PM NZ time, Xero told users its product team had identified the cause of the problem, and were working to restore your access as soon as possible.

“At the moment we're aware that some users aren't able to log into Xero, along with other users experiencing issues once they do log in,” the company stated on its online system status page. 

As of 4:25PM NZ time on 12 March, the company said that it was continuing to experience performance degradation issues and that its team was working on resolving the problem as matter of priority.

"We’re sorry this has impacted our users. Please be assured, our team is working on what is expected to be the issue fix, and while we can’t give an exact time for this, we are hoping it won’t be too much longer," the company told its users in a blog post published at 5:55PM NZ time. 

The technical issues come just a week after Xero founder, Rod Drury, revealed he would step down from his role as CEO of Xero, with former Microsoft Australia and New Zealand vice president, Steve Vamos, named as his replacement

Vamos, who will step into the role from the beginning of April, is a non-executive of Telstra and has also done time with IBM Australia and was Apple’s A/NZ managing director and Asia Pacific vice president from 1994-1998.  

Drury said at the time that the move would let him get back to the business of technology innovation while Vamos runs the day-to-day operations of the organisation.

“For the first 10 years of our journey, we had to build all the complexity of SAP for small business; we had to build a global business platform and build a global business channel,” Drury said during a call with media on 5 March. “So that’s worked really, really well, and [I’m] super stoked to get to that point.

“I was finding I was a little bit stretched. We’ve got so much innovation we can build, and then there’s just the day-to-day running of the business globally and working all of that out. That was one of the factors that really came into this,” he said.

The Australian-listed cloud software provider completed its transition to Amazon Web Services (AWS) in November 2016, marking one of the largest data migrations into the AWS cloud infrastructure environment across Australia and New Zealand.

The migration, which took just over two years to be architected and executed, saw more than 59 billion records, 3,000 apps and 120 databases securely transitioned to the AWS platform.