Comments on: Checking On ConnectWise Hosted http://www.mspmentor.net/2009/12/22/checking-on-connectwise-hosted/ Managed Services & Cloud Services Blog for VARs & MSPs Tue, 14 Feb 2012 04:20:53 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Joe Panettieri http://www.mspmentor.net/2009/12/22/checking-on-connectwise-hosted/comment-page-1/#comment-68929 Joe Panettieri Mon, 05 Dec 2011 17:05:50 +0000 http://www.mspmentor.net/?p=5349#comment-68929 Terri, <b>Updated, Dec. 6, 7:53 a.m.</b> Thanks for your note. I checked in with ConnectWise and I believe the issues you experienced are isolated to your business rather than a true cloud outage or broad service disruption. I believe ConnectWise is addressing the issue. -jp Terri,

Updated, Dec. 6, 7:53 a.m. Thanks for your note. I checked in with ConnectWise and I believe the issues you experienced are isolated to your business rather than a true cloud outage or broad service disruption. I believe ConnectWise is addressing the issue.
-jp

]]> By: Terri Dowell http://www.mspmentor.net/2009/12/22/checking-on-connectwise-hosted/comment-page-1/#comment-68926 Terri Dowell Mon, 05 Dec 2011 15:04:57 +0000 http://www.mspmentor.net/?p=5349#comment-68926 I realize this is a very old bog but wanted to inquire as to whether anyone else is experiencing Connect+Wise issues as of late? We've had a wide array of problems over the last couple of weeks ranging from cloud outages to loss of custom settings in our software to unpredicatable software behavior and display. This has resulted in us submitting repeated tickets to Connect+Wise and all we're really getting back is the occaisional "cloud is down" e-mail or responses to our tickets throwing it into our court as though we've done something to cause the issues. Anyone else having the same experiences? I'm sure we can't be alone in this. -Terri I realize this is a very old bog but wanted to inquire as to whether anyone else is experiencing Connect+Wise issues as of late? We’ve had a wide array of problems over the last couple of weeks ranging from cloud outages to loss of custom settings in our software to unpredicatable software behavior and display. This has resulted in us submitting repeated tickets to Connect+Wise and all we’re really getting back is the occaisional “cloud is down” e-mail or responses to our tickets throwing it into our court as though we’ve done something to cause the issues. Anyone else having the same experiences? I’m sure we can’t be alone in this.

-Terri

]]> By: Jeannine Edwards http://www.mspmentor.net/2009/12/22/checking-on-connectwise-hosted/comment-page-1/#comment-53132 Jeannine Edwards Wed, 07 Apr 2010 19:32:59 +0000 http://www.mspmentor.net/?p=5349#comment-53132 Clarification - We did not have an outage this weekend. We took advantage of the Easter weekend to complete some maintainance for our ConnectWise Cloud partners. All Cloud partners received notification before, during and upon completion of the maintainance. Thanks very much! Jeannine Edwards, Director, ConnectWise Community jeannine@ConnectWise.com Clarification – We did not have an outage this weekend. We took advantage of the Easter weekend to complete some maintainance for our ConnectWise Cloud partners. All Cloud partners received notification before, during and upon completion of the maintainance.
Thanks very much!
Jeannine Edwards, Director, ConnectWise Community
jeannine@ConnectWise.com

]]> By: Philip Elder http://www.mspmentor.net/2009/12/22/checking-on-connectwise-hosted/comment-page-1/#comment-53131 Philip Elder Wed, 07 Apr 2010 16:07:47 +0000 http://www.mspmentor.net/?p=5349#comment-53131 They were down again this last weekend for an extended period. Fellow IT professionals were impacted signicantly by this outage with no explanation given to this point. Philip They were down again this last weekend for an extended period.

Fellow IT professionals were impacted signicantly by this outage with no explanation given to this point.

Philip

]]> By: Santo Cannone http://www.mspmentor.net/2009/12/22/checking-on-connectwise-hosted/comment-page-1/#comment-52011 Santo Cannone Thu, 21 Jan 2010 13:24:32 +0000 http://www.mspmentor.net/?p=5349#comment-52011 Just to clarify part of Dan's post: We have informed all of our cloud partners that we will have a standing maintenance window starting at Midnight Eastern time each Wednesday evening. The feedback we have received from our partners is that they appreciate knowing that and can plan for it. Last night, we used that time to implement new software features for our cloud partners. We'll make sure Dan gets the information. Other than that, we'll be contacting Dan directly to review his issues. Thanks. Santo Cannone ConnectWise Just to clarify part of Dan’s post: We have informed all of our cloud partners that we will have a standing maintenance window starting at Midnight Eastern time each Wednesday evening. The feedback we have received from our partners is that they appreciate knowing that and can plan for it. Last night, we used that time to implement new software features for our cloud partners.

We’ll make sure Dan gets the information. Other than that, we’ll be contacting Dan directly to review his issues.

Thanks.

Santo Cannone
ConnectWise

]]> By: Dan Buhler http://www.mspmentor.net/2009/12/22/checking-on-connectwise-hosted/comment-page-1/#comment-52009 Dan Buhler Thu, 21 Jan 2010 07:26:03 +0000 http://www.mspmentor.net/?p=5349#comment-52009 Looks like their processes failed again. Hosted ConnectWise is down. I hope potential customers are reading this. I want to stress that these are *not* isolated issues and I would consider myself lucky if they were the only regular problems encountered. I had non-stop server errors on the hosted offering causing my client to close every 5-10 minutes for several *months* before it was resolved by some updates. Discovering new bugs or strange functionality is a regular occurrence. This is just par for the course with ConnectWise. Feel free to contact me directly at dan at unetworks dot com. Looks like their processes failed again.

Hosted ConnectWise is down.

I hope potential customers are reading this. I want to stress that these are *not* isolated issues and I would consider myself lucky if they were the only regular problems encountered.

I had non-stop server errors on the hosted offering causing my client to close every 5-10 minutes for several *months* before it was resolved by some updates. Discovering new bugs or strange functionality is a regular occurrence.

This is just par for the course with ConnectWise.

Feel free to contact me directly at dan at unetworks dot com.

]]> By: Arnie Bellini http://www.mspmentor.net/2009/12/22/checking-on-connectwise-hosted/comment-page-1/#comment-51658 Arnie Bellini Tue, 29 Dec 2009 17:14:30 +0000 http://www.mspmentor.net/?p=5349#comment-51658 Joelle: You bring up a good point. My intent was to explain the reason for the outage and to be transparently honest. We have done a full scale review of maintenance procedures and have implemented new measures to assure that this kind of human error won't happen again. Gerson: Your point about a maintenance windows is spot on. We will be instituting a weekly maintenance window. We will only perform maintenance in this window. There will also be a division of duties between the NOC Technicians and the ConnectWise application to assure a full system test and acceptance by the application team after the NOC work is accomplished. We have also done a full review of this outage and have taken steps to make our cloud service even more bullet proof. We do have a high level of redundancy in our cloud offering and this outage was not caused by a lack of redundancy; it was caused because we did not have a separation of duties in one area that would have caused a set of checks and balances. That has been corrected. We are leaning from these mistakes and improving. We don't take uptime lightly, we think it is the imperative of a cloud offering. ConnectWise is constantly improving and learning about cloud services. We are constantly improving our cloud performance and technology. Vlad: I agree with you that every cloud provider is in a learning and perfecting mode. As a new industry, cloud services are still in their infancy and improving. ConnectWise is no exception. We are committed to the process of constant improvement in everything we do and are excited by the challenge of perfecting and bullet proofing our cloud offering. If anyone would like to email me directly, feel free at Arnie@ConnectWise.com Arnie Bellini CEO, CPA, MBA ConnectWise Joelle: You bring up a good point. My intent was to explain the reason for the outage and to be transparently honest. We have done a full scale review of maintenance procedures and have implemented new measures to assure that this kind of human error won’t happen again.

Gerson: Your point about a maintenance windows is spot on. We will be instituting a weekly maintenance window. We will only perform maintenance in this window. There will also be a division of duties between the NOC Technicians and the ConnectWise application to assure a full system test and acceptance by the application team after the NOC work is accomplished.

We have also done a full review of this outage and have taken steps to make our cloud service even more bullet proof. We do have a high level of redundancy in our cloud offering and this outage was not caused by a lack of redundancy; it was caused because we did not have a separation of duties in one area that would have caused a set of checks and balances. That has been corrected. We are leaning from these mistakes and improving. We don’t take uptime lightly, we think it is the imperative of a cloud offering. ConnectWise is constantly improving and learning about cloud services. We are constantly improving our cloud performance and technology.

Vlad: I agree with you that every cloud provider is in a learning and perfecting mode. As a new industry, cloud services are still in their infancy and improving. ConnectWise is no exception. We are committed to the process of constant improvement in everything we do and are excited by the challenge of perfecting and bullet proofing our cloud offering.

If anyone would like to email me directly, feel free at Arnie@ConnectWise.com

Arnie Bellini
CEO, CPA, MBA
ConnectWise

]]> By: Jeannine Edwards http://www.mspmentor.net/2009/12/22/checking-on-connectwise-hosted/comment-page-1/#comment-51654 Jeannine Edwards Mon, 28 Dec 2009 21:58:51 +0000 http://www.mspmentor.net/?p=5349#comment-51654 Hi there Joelle - my name's Jeannine Edwards, I work on Arnie's team. I can understand your frustration, and can spend some time walking you through the steps we're taking to ensure complete reliability and take your comfort level up if you'd like. I was unable to track down your direct contact info, so I thought I would leave mine for you here - feel free to reach out to Jeannine@ConnectWise.com and we can grab some time to connect. Jeannine Edwards Director, ConnectWise Community Hi there Joelle – my name’s Jeannine Edwards, I work on Arnie’s team. I can understand your frustration, and can spend some time walking you through the steps we’re taking to ensure complete reliability and take your comfort level up if you’d like. I was unable to track down your direct contact info, so I thought I would leave mine for you here – feel free to reach out to Jeannine@ConnectWise.com and we can grab some time to connect.
Jeannine Edwards
Director, ConnectWise Community

]]> By: Joelle Baskett http://www.mspmentor.net/2009/12/22/checking-on-connectwise-hosted/comment-page-1/#comment-51649 Joelle Baskett Mon, 28 Dec 2009 15:00:54 +0000 http://www.mspmentor.net/?p=5349#comment-51649 All I can say is that Connectwise's outage cost us business and now I am trying to still recover after the holidays to make up for the extra work caused by the outages. I realize I shouldn't have "all my eggs in one basket" but isn't that the reason why CW gets paid by me and all their customers? I also realize that there are going to be outages at some point and not every system is perfect, but I am not comforted by the fact that Arnie came on here and said: "The outage was caused by an operational error, an “Opps I should not have run that routine, Undo, Undo” by one of our staff while performing maintenance routines early Tuesday morning 1:32am." Shouldn't I feel worse sitting here today that one Connectwise system routine can cause an outage and take down the whole thing??? All I can say is that Connectwise’s outage cost us business and now I am trying to still recover after the holidays to make up for the extra work caused by the outages. I realize I shouldn’t have “all my eggs in one basket” but isn’t that the reason why CW gets paid by me and all their customers? I also realize that there are going to be outages at some point and not every system is perfect, but I am not comforted by the fact that Arnie came on here and said:

“The outage was caused by an operational error, an “Opps I should not have run that routine, Undo, Undo” by one of our staff while performing maintenance routines early Tuesday morning 1:32am.”

Shouldn’t I feel worse sitting here today that one Connectwise system routine can cause an outage and take down the whole thing???

]]> By: Eugene http://www.mspmentor.net/2009/12/22/checking-on-connectwise-hosted/comment-page-1/#comment-51614 Eugene Fri, 25 Dec 2009 01:29:35 +0000 http://www.mspmentor.net/?p=5349#comment-51614 I believe a lot of the issues of CW being down wouldn't be soo much of a huge issue if everyone had a local cached copy of their data. This would allow users to log in and see old data vs no data. I believe a lot of the issues of CW being down wouldn’t be soo much of a huge issue if everyone had a local cached copy of their data. This would allow users to log in and see old data vs no data.

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