Xero suffers major outage
Customers of leading accounting software Xero were venting their anger on Twitter yesterday after the cloud-based service suffered a 'network configuration' issue and was out of action for seven-and-a-half hours
13 Sep 2018
The New Zealand-based company’s site went down at approximately 5pm local time and was restored at 12.30am.
An ensuing Twitter storm saw the company attacked for incompetence with some questioning the wisdom of cloud computing.
The embarrassing glitch had Xero’s executives issuing apologies. Chief product, platform and data officer Tony Stewart issued a comprehensive mea culpa today on the company’s website which put the blame on ‘network configuration’ issues.
‘We know you’re wondering what happened,’ he said. ‘The nature of the problem made it very hard to diagnose. There are many problems that can exhibit the same symptoms.
‘We discovered a change was made to our network configuration. The change was incorrectly applied which meant some requests to servers inside that network failed. Our team worked around the clock to identify and implement a solution and to get the site up and running as quickly as possible.’
‘Once the change was detected and reversed, restoration of service was instant, so customers could immediately access the Xero site again. We sincerely apologise for any impact this had on our customers’ working day.’
Stewart added that had been no risk of data leaks. ‘We’re doing everything we can to build more resilience into our platform and reduce any risk of a similar issue in the future. Please rest assured that your data was not at risk at any stage,’ he said.
Report by Rob Munro