A Message to Our Customers
It has been three weeks since our September 9th release (also known as R3). Although the release contained many benefits for our customers, we had both performance and stability issues during the week right after the release. Although these issues were identified and resolved quickly, we are disappointed in our own performance and want to be transparent on what occurred and why. The stability issues around campaign canvas were due to incomplete QA testing processes. Simply put, this was human error. Our team mis-communicated and some of our test cases were not completed as they should have been. We are adding a better tracking system and establishing new checks and balances so that this type of human error does not happen again.
The performance issues were due to a couple of different factors. This release introduced a new set of services designed to improve security (including two-factor authentication). These new services access our shared database services platform and this area of the application was overwhelmed. While troubleshooting this area last week we discovered that a critical defragmentation routine had been inexplicably turned off, thus further exacerbating the issue. By turning this routine back on and by re-allocating additional virtual memory, we have been able to return our performance to pre-release levels. We have taken this opportunity to start a number of new projects to substantially improve performance in key bottlenecks in the application and you will see results from these efforts over the next few months.
In addition, we are adding more resources to both our production environment and QA team, to be more proactive in how to identify and address these types of issues - so they do not impact your use of Eloqua in the future.
We wanted to extend our sincerest apologies, as we know you rely on Eloqua to be the marketing platform for your business, and when our system is not working correctly, you cannot be successful in your marketing efforts.
Thanks for the ongoing support - and thank you for being part of the Eloqua community.
SVP Product Management