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Netsuite was hit with a service outage Tuesday that rendered its cloud-based applications inaccessible to customers worldwide, although it's still unclear how many were affected.
Tim Dilley, executive vice president of worldwide services at Netsuite, says the company's cloud apps were down completely for 30 minutes and some customers may have experienced sluggish performance for some time afterwards.
The outage was caused by a network issue the company has yet to definitively identify, and for technical reasons, it's impossible for Netsuite to estimate how many customers were affected, according to Dilley.
"Our network system and diagnostic system caught it before customers saw it, and we've been able to get service completely restored" Dilley said. "It had something to do with the network, but our senior operations staff is still detailing exactly what happened."
SMB Nation, a Netsuite customer in Bainbridge Island, Wash., began experiencing sluggishness and partial page loads of Netsuite apps at around 10 a.m. PST. At noon PST, Netsuite apps became completely inaccessible and stayed that way until around 2:30 PST, according to Chris Bangs, business development manager at SMB Nation.
Bangs was unable to get through to Netsuite's support line but says he did manage to get in touch with an employee from corporate, who confirmed the outage and said Netsuite was working on a solution. As of 4 p.m. PST Tuesday, Bangs hadn't had any official communication from Netsuite on the outage.
Cloud vendors are under growing scrutiny and they're facing calls to be more open and communicative about outages. Netsuite has a solid track record for reliability, but in this case, there seems to have been some ambiguity about whether the company did enough to alert customers.
A Netsuite spokesperson said company policy is to immediately notify customers when outages occur through its external status.netsuite.com Web site. This initial warning typically includes information on the cause of the outage and the approximate number of customers affected. Afterwards, once it has discerned the cause, Netsuite follows up with a written explanation.
Next: Netsuite Explains Notification Policy
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