Service disruption communications

Summary

dotmailer makes every effort to minimise disruption to its services, and on average our web application has 99.98%* availability. However, there are times when service is disruption does occur. During these times, we will make every effort to keep you informed. We’ve outlined how we’ll do this below.

Key take-away: You’ll receive the quickest, most up-to-date status information by subscribing to our status page at status.dotmailer.com.

Our commitment to minimising services disruptions

We really do make every effort to minimise maintenance, and to reduce the impact it has on you when it occurs. We also try hard to keep you informed – before, during and after any work undertaken. If there is anything you’d like us to consider over and above what we already do, please let us know. 

Types of disruption

Regular planned updates

These occur fortnightly on Wednesday’s at 7:30am UK time, and allow us to push new features and updates to dotmailer. The web application is generally unavailable for approximately 10 minutes; sends and other services can run slower than usual for up to one hour.

What to expect:

  • Our status page will contain details about regular planned updates approximately one-week before they occur. If you’re subscribed, we’ll email or send an SMS to you based on your settings.
  • We’ll also tweet approximately one week before, just before, and just after the update. We always used the hashtag #dmMaint for status updates.
  • Should we need to communicate any additional details, both our status page and Twitter will be updated.
  • Once the update is complete, we’ll post the full release notes on our forum


Scheduled maintenance

On occasion, we schedule improvements to our architecture that may result in service disruption.

What to expect:

  • Work of this kind will always be outside of UK and US office hours.
  • As soon as the maintenance is confirmed by our Ops team, our status page will be updated with the date and time of the upcoming work. If you’re subscribed, we’ll email or send an SMS to you based on your settings. This will be a minimum of 48 hours prior to the work, but we always strive for it to be at least two weeks.
  • As soon as possible, we will email you with the details. This will be sent to all our partners, including those not subscribed to our status page.
  • During the maintenance, our status page will be updated with relevant information as appropriate. Subscribers will get this emailed or sent via SMS depending on their settings.

Emergency or unplanned maintenance

In rare circumstances, it may be necessary for us to perform maintenance at short notice.

What to expect:

  • In some situations, it may not be possible to provide advanced notice of emergency maintenance. However, our status page will be updated as soon as possible after a problem has been identified.
  • If we anticipate the service disruption to be severe or prolonged, we'll email our partners as soon as possible.
  • During all works of this type, our status page will contain the most up-to-date information.

 

* Figures taken from November 2013 to October 2014.

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