Dear valued customer,
As you may know, on July 25th, 2017, our main web site, Marketo.com, along with other Marketo domain properties, were rendered inaccessible, preventing access to our application from 4:06am – 10:08am PDT. We apologize again for the inconvenience this caused.
On the Marketo Trust site, you’ll find current and past Marketo system performance data including System Uptime and Reliability. This is monitored 24x7 and we have consistently maintained greater than 99.9% uptime. This uptime is calculated based on the length of time that the Marketo systems are functioning properly within our servers (“pods”).
While the Marketo systems were functioning and available by 10:08am PDT, we realize that due to third-party DNS propagation timing, some customers may have experienced delays in accessing our systems of up to 48 hours, depending on region. All Marketo back-end processes such as Smart Campaigns were still operational during the DNS propagation, however, the propagation reduced accessibility to Marketo for some users. As a result, we believe the normal calculation of system uptime may not accurately reflect everyone’s experience.
To address this, we have decided to make a one-time change to our normal calculation for July to more closely track what our customers may have experienced in terms of accessing our systems regardless of whether the problem lay with us or was due to third party systems/processes. After studying the issue, we think the best way to calculate this is based on customer logins to the system. We looked at the first login time for each pod and used login as a proxy to calculate when customers were able to access Marketo. This one-time calculation is a better reflection of the frustration you may have experienced in accessing Marketo. We will return to using our normal calculation for August.
- For the month of July, our server pod uptime was 99.997%. All back-end systems, such as smart campaigns, were processing normally while the domain was offline, so when calculated in the normal way, our server pod uptime for July was 99.997%
- When taking into account the 6 hours when the marketo.com domain was not available, the system uptime for the month of July was 99.17%
- As mentioned, if we add the full extent of the DNS propagation as discussed above, and take an average of the first logins across the entire customer base, the average user accessibility for July would be approximately 97.77%.
For additional information please contact Marketo Support and see our FAQ document and this letter from our CEO Steve Lucas.
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