UPCOMING PLANNED EMMA OUTAGE ON THURSDAY

  • 1
  • Announcement
  • Updated 3 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: date has passed

Hey folks!

We wanted to give you a heads up that this Thursday (7/28/16), two of our service providers are performing upgrades to their systems that we expect to cause Emma to be down for a couple of very small windows of time.  

The first will be in the morning, occurring sometime between 2am-7am Central.  

The next will be in the late evening, between 10:00-10:30pm Central.  

We expect these to be no more than 15 minutes each, but of course we’ll be monitoring everything as it’s happening and updating you as necessary.  

All in progress mailings, response data collection, scheduled mailings, and automated workflows will continue sending once this maintenance is completed, and no action will be necessary on your part.  

Upgrades are fun!  

- Grey 
Photo of Grey Stepp

Grey Stepp, Support Team Manager

  • 1700 Posts
  • 135 Reply Likes

Posted 3 years ago

  • 1
Photo of Key Blue

Key Blue

  • 47 Posts
  • 2 Reply Likes
This reply was created from a merged topic originally titled Frustrated: Can't login, poor support.

Sigh...

Emma is a great platform, we've made some great campaigns with it, but we're growing less and less fond of the system due to it's reliability and lack of support. Here's why...

We're in the UK and while we understand there can't always be 24/7 support, why offer a system to the UK market if no one is around to answer questions until halfway through our working day? Usually by this time it's too late and has meant we've lost half a day of progress. No one is on Twitter, no one answers the phones, what are we supposed to do?

Usually it feels like we are the first to discover problems with the Emma system, today for example we can't login at all, last week we couldn't open any campaigns without getting a 'oops that wasn't supposed to happen' message. It doesn't feel as stable as it did a couple of years ago.

The last time I called support to talk about Retina images and sizing them to specific dimensions, I spoke to a very nice lady, but she had little to no knowledge of my problem and was chatting to someone else remotely. It felt like Chinese whispers and in the end there isn't even a fix available.

We love the Emma platform but for the first six hours of the day a couple of days a week, we lose a lot of time. We need a solution soon.
Photo of Glenn Ocay

Glenn Ocay

  • 8 Posts
  • 0 Reply Likes
This reply was created from a merged topic originally titled unable to login.

login page keep waiting for app.e2ma.net. Login page not working. And off course I need to login with google to log this.
Photo of Grey Stepp

Grey Stepp, Support Team Manager

  • 1700 Posts
  • 135 Reply Likes
Hey there, 

So sorry for the inconvenience of our time difference, I completely understand the frustration.  

We are currently still waiting for our vendor to finish their work.  Since it's not Emma's decision to do this work, we have little control over the time-frame.  We only have the information that our vendor gives us. 

I'll make sure to post back here when we are sure it's back up and running.  

- Grey 
Photo of Key Blue

Key Blue

  • 47 Posts
  • 2 Reply Likes
Hi Grey,

Thanks for your reply.

I understand maintenance must be done and it is difficult to please everyone, but I think the problem here is communication.

We were unaware of this maintenance until we went onto your Facebook page. We rarely come to the community unless something is wrong.

Is there anyway of getting an email heads up of these planned outages?

Thanks
Photo of Grey Stepp

Grey Stepp, Support Team Manager

  • 1700 Posts
  • 135 Reply Likes
Hey there, 

We did expect this to just be a blip.  Obviously, it wasn't.  

We will learn from this and be better prepared next time this upstream provider informs us of maintenance as to what we can expect and communicate that better to you guys.  

Thanks for your patience.  
Photo of Grey Stepp

Grey Stepp, Support Team Manager

  • 1700 Posts
  • 135 Reply Likes
Ok folks, it looks like we're back up and running!  

Cheers!  
Photo of Grey Stepp

Grey Stepp, Support Team Manager

  • 1700 Posts
  • 135 Reply Likes
QUICK UPDATE:

This morning's maintenance took a good bit longer than anticipated.  The vendor had anticipated it would only be a few minutes, and clearly it took longer than expected. 

This evening's maintenance will be more in our control and, barring anything unexpected happening, should be more in line with the anticipated time of around 15 minutes.  
Photo of Kyle Floyd

Kyle Floyd, Official Rep

  • 178 Posts
  • 26 Reply Likes
Our maintenance for this evening is now complete with application usage being interrupted for only 20 minutes from 10:05PM to 10:20PM US Central.

Again, we are sorry that the first bit of maintenance earlier today took longer than expected. We will continue to do our best to limit application downtime and to improve communication when maintenance is necessary.

Have a great evening!