ISIS Power Phone Outage Today...

To all,

As we are a technology driven company, we are always looking for new advances to simplify the way that we do business.  One of the technologies that we have been using heavily since our beginning is internet-based VOIP phones.  For the most part, our provider has been reliable.  Unfortunately, we had an extended outage today that impacted our ability to service our customers.  We apologize to all of those who tried to call into our tech, sales and support lines and received messages that said that the number was unavailable.  Nextiva, our VOIP provider, was able to identify the root cause of the outage and address it. 

Here is their response...

Dear ISIS,


I am writing to personally apologize for the outage that occurred today. We understand that 100% uptime of our service is critical to your business and we know how painful it is when we fail to meet that expectation.

The issue we experienced today was caused by a software module on one of our network components that was implemented a few months ago, which passed rigorous testing by the vendor as well as our own QA team. However, there are certain rare scenarios that simply cannot be duplicated in a lab environment. Today we experienced one of those scenarios. Of course, we have multiple sites for redundancy. Each site is an exact mirror of the others; including hardware and the software versions on that hardware. Unfortunately, when we moved traffic to the backup site, the issue remained. We had all hands on deck to resolve this issue. However, it took entirely too long for us to resolve it. Without making excuses, we are now fully aware of the root cause, and it has been resolved. We will work around the clock to make sure all necessary systems are in place to keep this from happening again in the future.

We are also putting together better communication tools to keep you up to date on future system issues and their projected resolution. Please feel free to contact me if you have any questions or would like additional information.

Respectfully,

Yaniv Masjedi
Vice President
Nextiva (www.Nextiva.com)
8800 East Chaparral Road Suite 300
Scottsdale, AZ 85250




Thank you all for your patience during this outage. 

Jay Harris, President
ISIS Power