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  1. #1
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    A bad day: when both BrightLocal and Join.me have outages during client calls

    Today was one of those, "Welcome to Demo Hell" days for me.

    I had calls scheduled with a prospective new SEO client and right when I needed them, the BrightLocal site went down. It's hard to look technically proficient when the tools that you have selected fail on you during your presentation. Awkward to say the least.

    Then an hour later, during a call where I was presenting to an existing client's Board of Directors, join.me went down just before I was scheduled to display a power point slide deck using join.me for screen sharing. Do you remember those TV ads where a guy is reduced to making hand puppet silhouettes in front of an overhead projector in front of a room full of executives? That's sort of what it felt like.

    Sometimes, tech is not our friend. [sigh]

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  3. #2
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    Re: A bad day: when both BrightLocal and Join.me have outages during client calls

    Hi Tim

    I'm sorry to hear that we let you down at such a critical moment yesterday. The downtime was not planned and was totally unexpected - it caught us all by surprise.

    It's disappointing for you & frustrating for us - we're here to make your life easier not harder & yesterday we didn't do that. Our whole team feels the frustration!

    Please accept my apologies and assurances that this isn't 'business as usual' for us and that we take these issues seriously.

    Here's some detail about what happened, why & what we've done about it.

    1. The outage was for 10-11 mins.
    2. Caused by a Mysql configuration change that expectedly caused our database to restart. Our database is pretty big hence the 10min restart time.
    3. So this wasn't scheduled. We always schedule planned downtime for days/times when our service is at lowest usage levels. But as we're international, someone is always online & affected but we do give prior warning and try to minimise disruption.
    4. We publish downtime & issues to a dedicated status page so you can always check this if you have questions - https://status.brightlocal.com/
    5. In general our uptime is very good. Here are some stats from last 30 days -

    Last 24hrs - 99.24%
    Last 7 days - 99.89%
    Last 30 days - 99.9%

    6. We have put in place new measures to ensure that automatic database restarts don't happen - now requires manual triggering.

    Please let me know if you have any questions.

    Thanks Tim & apologies again

    Myles
    Founder of BrightLocal.com, the Local Search Tools & Citation Experts

  4. #3
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    Re: A bad day: when both BrightLocal and Join.me have outages during client calls

    Quote Originally Posted by Myles Anderson View Post
    2. Caused by a Mysql configuration change that expectedly caused our database to restart. Our database is pretty big hence the 10min restart time.
    Quick clarification - the above point should say 'unexpectedly caused...' not 'expectedly'
    Founder of BrightLocal.com, the Local Search Tools & Citation Experts

  5. #4
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    Re: A bad day: when both BrightLocal and Join.me have outages during client calls

    Myles said, "But as we're international, someone is always online & affected but we do give prior warning and try to minimise disruption."

    I didn't receive any such prior warning.

    Nobody's perfect, but if you sent out such a warning, know that one was not sent to me.

  6. #5
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    Re: A bad day: when both BrightLocal and Join.me have outages during client calls

    Hi Tim

    We can only alert users to planned downtime. Yesterday's wasn't planned so unfortunately we couldn't forewarn users.

    Myles
    Founder of BrightLocal.com, the Local Search Tools & Citation Experts

  7. #6
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    Re: A bad day: when both BrightLocal and Join.me have outages during client calls

    Thanks for coming over and for being so transparent Myles!

    Tim, what Myles said is the way I read it too. If you have planned downtime you can warn in advance. But like he said this was not planned, so you can't warn if you don't know something is about to happen, before it happens.
    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

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    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  8. #7
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    Re: A bad day: when both BrightLocal and Join.me have outages during client calls

    Ok, I misunderstood what Myles was talking about.

  9. #8
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    Re: A bad day: when both BrightLocal and Join.me have outages during client calls

    Thanks +Linda B

    Thanks + Tim C
    Founder of BrightLocal.com, the Local Search Tools & Citation Experts

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