API problem Saturday 24-Sep-2011

[MarkRussell]

Betfair have made the following announcement:-

At 14.16 BST today, Saturday 24th September, we experienced an interruption to our Sports API service for approximately 16 minutes. Our support team were alerted to the problem immediately and restarted the necessary servers. At 14.32 BST we received confirmation the system was running as normal but we’ll continue to monitor the situation and provide updates here if necessary.

We apologise for any inconvenience this may have caused.

[MarkRussell]

Betfair have made 2 further announcements:-

At 16.00 BST we experienced further issues with the Sports API. We're investigating and will post an update on status in 15 minutes. We apologise again for the inconvenience this will have caused.

And at 16:42 announced the following:-

Unfortunately we're still experiencing issues with our Sports API service. Our teams are continuing to investigate and we will continue to update this post with progress.

[MarkRussell]

Update from Betfair at 17:09:-

We are continuing to investigate the issues affecting our Sports API service. Unfortunately customers using our Mobile product could be experiencing issues too. We apologise for these issues and hope to have resumed full service shortly. There will be a further update in 15 minutes.

[MarkRussell]

Update from Betfair at 17:30:-

Our Sports API service has been up and running for the past 20 minutes without incident. Our support teams have identified the cause and will continue to monitor the situation. We’d like to apologise again for the inconvenience caused today. Thank you.

[MarkRussell]

Betfair have made the following announcement regarding Saturday's API problems:-

The API problems on Saturday have now been investigated and the root cause has been pin pointed to a new version update of our monitoring system which was recently upgraded. Higher than normal API load this Saturday caused the monitoring application to perform poorly, which subsequently impacted the performance of our API solution. We restored service on Saturday by reverting to the previously installed version of the application monitoring software. We’re now liaising with the 3rd party provider of the monitoring tool, to make sure problems like this do not occur again.

We’d like to apologise for the poor experience customers may have received on Saturday and want to assure you that the quality and reliability of our products and services remain an absolute priority for us. So does clear communication and we acknowledge there was an unacceptable delay in submitting the first official confirmation of these problems via the forum on this occasion. We’re reviewing the internal communications process and aim to continue improving this going forwards

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[doris_day]

Well I'm glad that they've seen fit to apologise about their poor communication.

Surely after all these years they shouldn't need reminding that for a company like Betfair, communication with their customers is of paramount importance.