Concerned CustomerHub User

[ltrain2015]

Hello,

I had a major issue where the login timeout was MUCH too short. As soon as I logged in to CustomerHub and navigate a few pages, it kicked me back out to the login screen. This issue also affected my website visitors. I'm very concerned with the update process that was implemented.

I'm an IT professional and I understand things happen, but I'm a little worried about how the updates were promoted to production. It's almost like there was no proper testing. My website depends on CustomerHub and I lost a few loyal visitors as a result of the issue.

I'm just one voice and one customer among thousands, but I would really like to see more communication about what the changes will be and more time to get ready for them. I'm still battling lingering issues that I'm trying to correct as a result of the latest updates.

If anyone else has any voice on this matter, please speak up. I'm a huge Infusionsoft fan and we as a community can be a great asset to them by providing valuable feedback.

Ltrain

[Tracy Sigler]

In addition to a massive number of complaints from our customers, that cost time and money to manage, we also have people who want to cancel and get refunds.

The response from IS has been... well there hasn't really been one. We've submitted support tickets, emailed our account manager, etc.

At this point I'm not sure how they can possibly compensate us.

Very disappointing.

[Kyle Leavitt]

Hi Ltrain, thank for your valuable feedback and concern. Customers like you help us innovate and constantly improve our products!

You're right that there were a handful of issues caused by the rollout of the most recent CustomerHub update on 7/5/12. One of the biggest was the session logout bug that you mentioned, which was found to be randomly booting users out of the application. Our support and development teams worked urgently to correct this and all other high priority issues. We deployed several patches throughout the day and by the end of day on 7/5/12 we had all the fires put out -- or at least we thought! Turns out the session logout issue continued to be a problem for some customers. We experienced difficulty finding the cause of the issue and worked tirelessly throughout the weekend tracking & testing, then deployed a final fix early Monday morning.

As you mentioned sometimes 'things happen' in the IT/technology world that near impossible to anticipate or control. There were a couple 'out-of-the-norm' factors that made this update unique. The first factor is that we deployed a major systems upgrade, and secondly we implemented a series of security measures for PCI compliance requirements. Together, these items touched nearly every aspect of the application. As a result we expect our customers to experience significant security and performance improvements.

With all of that being said, let me assure you that we take these deployments very seriously and this most recent update did not fall within our tolerance standards. What we were expecting was anywhere from 15 minutes to an hour of downtime in the middle of the night with relatively no impact to customers afterwards. What we got instead was 15 minutes to an hour of downtime with some major and minor bugs the following day, some of which lingered much longer than anticipated.

While we did exhaustive testing prior to deployment, we identified a key issue in our testing environment that caused a handful of bugs to slip through the cracks. We have already fixed this item and I assure you we'll do better in the future. Additionally, we're adding significant resources to our team over the next 30-60 days which will improve the velocity of both new feature development and bug fixes.

We take pride in handling the technology environment for our customers so they don't have to and we're dedicated to world-class service and software performance! Again, we sincerely apologize to you as well as any other customers that were negatively impacted by our most recent update.

We're looking forward to an excellent release in October and a bright CustomerHub future!

Thanks again for your concern.

-Kyle Leavitt
Director of Product, CustomerHub