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ITServices Notification Item



Title:Survey Tool Service Outage *Update*
Description:*Update*

ITServices received the following notice from the Survey Tool vendor, FluidSurveys, on March 28:

"All survey functionality has now been restored (exact time at 6:05pm EST).

"Here is a summary of what happened today:
-12:10pm: We experienced hardware failure in a core component of our infrastructure and our recovery system activated automatically. Survey creation and survey taking were inaccessible.
-2:14pm: Survey-taking functionality was restored. All respondents were able to take surveys starting this time.
-6:05pm: Survey creation functions were restored.

"Once again, from the entire FluidSurveys team, we sincerely apologize for this technical failure. We have taken appropriate steps to ensure that this type of issue does not happen again and all changes will be implemented during the scheduled downtime tomorrow (Friday March 29th from 11:00pm-12:30am EST). We are committed to providing you the best survey functionality on the web and we take an event like this very seriously. All your data is safe and in tact and you can now log in and resume all activity."

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Previous Description (2013-03-28 16:04:57):

ITServices has received the following notice from the Survey Tool vendor, FluidSurveys:

"We are currently experiencing downtime that began at 12:10pm EST today. This was due to an unexpected hardware failure in the core component of one of our systems. As expected, our recovery systems were turned on to protect your data. For the recovery process to take place, downtime was required. As a result, survey-taking was unavailable between 12:10pm - 2:14pm EST. At 2:14pm EST, the survey-taking portion of the site was brought back up so that your respondents could continue to take surveys. The administrator side (i.e. the account page where you build and analyze the surveys) is currently inaccessible for the next few hours as we continue the recovery process.

"Rest assured that all your data is safe and survey respondents can currently access your surveys. We apologize for any inconvenience this may have caused, and we are taking measures so that this does not happen again. We are committed to providing you excellent service. We will also send out another email once the survey-creation side of the service is back up and running.

"If you have any questions, please contact our support team at support@fluidsurveys.com."
Publish Date:March 29, 2013, 8:01 AM
Contact:ITServices Support Centre
  • On Campus: ext. 36666
  • Off Campus: 613.533.6666

Kingston, Ontario, Canada. K7L 3N6. 613.533.2000