External Cloud Service Provider Outage fireTMS – Customer Information

Dear Customers, in recent days, there has been a significant outage with our external server service provider, which has severely impacted the operation of the fireTMS system. We are aware of the inconvenience this has caused you, and we would like to explain the situation and inform you of the steps we have taken in response.

What exactly happened?

On Friday, July 12, immediately after the start of our workday, an outage was diagnosed and confirmed on the side of the external server service provider. We promptly implemented our procedures for such outages; however, we encountered performance issues with our emergency infrastructure. This significantly slowed down the operation of the fireTMS system and caused temporary service interruptions. The outage on the external provider’s side was resolved on Tuesday, July 16, and by Wednesday, July 17, the fireTMS infrastructure was fully restored to its pre-outage state.

What did we do at fireTMS during the outage?

Upon identifying the issue, our development team immediately began efforts to maintain the operation of fireTMS. They continuously analyzed the situation, responded, and implemented all possible measures to improve this difficult situation. Unfortunately, our emergency environment proved insufficiently efficient. As a result, the system operated slowly, making it difficult to work with.

How did we utilize technical and informational resources?

Despite the limited efficiency of the auxiliary server and the prolonged outage with the external provider, the commitment and ongoing actions of our development team prevented data loss in the system. The resolution of the external provider’s outage and the restoration of the fireTMS infrastructure allowed us to return to standard system usage immediately. Our Technical Support Department equally strived to provide ongoing information about the outage and respond to all your inquiries as much as possible. This was challenging, given that the external service provider did not provide specific information about the time and date of the repair throughout the outage. Additionally, we posted appropriate messages in the system and on our hotline to keep you updated on the outage status.

What do we intend to do?

As a professional company with 10 years of market presence, we understand the seriousness and consequences of the situation that occurred. Although we are not responsible for the outages on the external provider’s side and their repair time, we have learned from this experience. Given that our emergency infrastructure was not fully efficient, we have taken steps to prevent similar issues in the future. These measures primarily involve investing in backup servers that will ensure system efficiency during such outages, thus preventing slowdowns and allowing you to work normally. We will also allocate maximum time and human resources to ensure that the backup network infrastructure is fully efficient if emergency use is required.

We do not want to lose your trust, so we will make every effort to better secure ourselves for the future. Once again, we apologize for the inconvenience caused.