Xero outage – network routing issue

Earlier today we experienced an network routing issue upstream from Xero’s own network border that prevented some customers from being able to access Xero.

Xero’s production hosting environment in a Rackspace data center is connected to the Internet through multiple tier-1 carriers. However, this particular issue resulted in the  incorrect routing for some of these carriers, meaning that customers with an ISP that would normally utilize one of the affected carriers would not have been able to connect through to the Xero environment. Customers with ISP utilizing the other unaffected carriers were able to connect to and use Xero completely as normal. We understand a small number of other Rackspace customers were also impacted in a similar manner.

Xero’s monitoring systems detected the failure immediately, and our IT Operations team began working with both Rackspace and Akamai, our content delivery network (CDN) provider, to diagnose the cause of the issue and it was successfully resolved around 90 minutes after being identified.

Our apologies to any customers that were unable to access Xero over this time. It is difficult to prevent network issues which occur outside of our own hosting environment, but we will be working with Rackspace and Akamai to identify any improvements in our network connectivity that could better mitigate us from these types of issues.

 

 

5 Comments

Daemon
August 8, 2011 at 2:01 pm

My thanks for the constant, accurate updates over the course of the outage. It’s that level of transparency that has me thankful for finding Xero for my business. well done all concerned.

Blair Hughson
August 8, 2011 at 2:15 pm

Agreed as above. No outage is good, but at least there was a clear indication that something was being done about it. Interesting for me that I couldn’t log in to Xero on my PC, but Xero Touch was working fine on my phone =)

CARLOS PORTER
September 9, 2011 at 1:03 am

HI, I LIVE IN CHILE, WE WORK WITH THE SMALL BUSINESSES AND WE BELIEVE THIS IS AN EXCELLENT TOOL TO IMPROVE IN EFICIENT AND CONTROL, BUT WE ARE LOOKING FOR A SPANISH VERSION. DO YOU KNOW IF IN THE FUTURE, XERO WIL DEVELOP MORE LANGUAGES ?
WE HAVE IN OUR CUSTOMER BASE, MORE THAN 10 THOUSAND COMPANIES THAT MAY BE A POTENCIAL MARKET FOR THIS PRODUCT. HERE IN CHILE THE PRICE IS TOO HIGH FOR THIS BUSINESS SEGMENT AND THE NEED IS INMEDIATE.

THANK, BEST REGARD

CARLOS PORTER
PORTER ADVERTISING

Alastair Grigg
September 9, 2011 at 8:47 am

Hi Carlos
Thanks for the positive feedback. Ultimately we would like to support other languages on Xero such as Spanish. However, this will be a significant undertaking and at this stage our development plans are committed to delivering more accounting and business management functionality within the current English language based product.

Cristian Montofre
February 2, 2013 at 2:07 am

Hi Alastair,

I am a Spanish speaking CA working in public practice in NZ and if Xero ever needs my services in order to develop the Spanish version of the software please contact me at ecmont76@gmail.com.

As Carlos mentioned in his post, the market potential for a product like Xero in Latin America is massive. I’m sure Xero will eventually end up expanding to Latin American emerging economies.

Regards,
Cristian Montofre CA.

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