January 2017

[Scheduled] Scheduled Maintenance for catertrax.com
The scheduled maintenance has been completed.
Jan 14, 23:00 - Jan 15, 00:00 EST

December 2016

TRAX Platform is Experiencing Intermittent Disruption of Service
We are pleased to report after 24 hours of monitoring the incident from yesterday, there has not been any delay or disruption in service for clients or their customers and all sites are performing as expected on the TRAX Platform. We were able to identify the root cause and have taken measures to prevent a future reoccurrence. Thank you for your understanding as teams worked quickly to resolve the issue.
Dec 29, 14:40 - Dec 30, 17:12 EST
[Scheduled] Database Server Maintenance
The scheduled maintenance has been completed.
Dec 27, 02:00-04:00 EST
TRAX Platform is Experiencing Intermittent Disruption of Service
Good Afternoon, We are pleased to report after 24 hours of monitoring the incident from yesterday there has not been any delay or disruption in service for clients or their customers to access the TRAX Platform through their branded website. Thank you for your understanding as teams worked quickly to resolve the issue.
Dec 6, 13:56 - Dec 7, 15:44 EST
[Scheduled] Scheduled Database Server Maintenance
The scheduled maintenance has been completed.
Dec 2, 02:00-05:00 EST

November 2016

[Scheduled] Scheduled Database Server Maintenance
The scheduled maintenance has been completed.
Nov 26, 07:00-10:00 EST
Temporary Disruption of Service
Thank you for your patience as our teams worked with our hosting provider. Updates were made to the database server to prevent a similar issue. We are happy to report, early this AM the handful of sites that were affected previously did not experience interrupted service. All sites are performing as expected on the TRAX Platform.
Nov 1, 12:12 - Nov 3, 15:07 EST

October 2016

Phone Service is Intermittent
We are happy to report mid-morning our phone service provider indicated the larger national issue with their carrier has been resolved. Thank you for your patience as we experienced some intermittent service yesterday.
Oct 4, 12:08 - Oct 5, 12:13 EST

September 2016

No incidents reported for this month.

August 2016

[Scheduled] Upcoming Scheduled Maintenance
6:00 AM - Due to an unexpected delay, the TRAX Platform scheduled maintenance has been extended. We will provide updates every 30 minutes, until this extension has been resolved. 6:30 AM - The maintenance is continuing, but is nearing completion. Estimates expect the service to return by 7:00 AM. 6:41 AM - The maintenance has been completed. All sites are back online.
Aug 19, 02:00-06:00 EST

July 2016

Degraded Performance TRAX Platform
The issue has resolved. We have identified a potential cause of this issue relating to our SQL Server and are looking to mitigate incidences of slow response times. At this time, our team is still looking to diagnose the root cause.
Jul 19, 10:39 - Jul 20, 16:37 EST

June 2016

No incidents reported for this month.

May 2016

Maintenance is Being Performed
Maintenance has been completed.
May 17, 06:35-06:42 EST

April 2016

Degraded Performance TRAX Platform
Steps taken last week to optimize the code for TRAX platform and improvements to the infrastructure last night have resolved the incident of slowness when navigating from one web page to another. Thank you for your patience as the team worked to resolve the issue.
Apr 11, 13:19 - Apr 18, 13:04 EST
[Scheduled] TRAX Platform Maintenance
The scheduled maintenance has been completed.
Apr 17, 22:00-22:30 EST
[Scheduled] TRAX Platform Servers Require Brief Maintenance
The scheduled maintenance has been completed.
Apr 5, 23:00-23:30 EST

March 2016

No incidents reported for this month.

February 2016

No incidents reported for this month.

January 2016

Phone Service Disrupted
The phone system used by CaterTrax has been restored.
Jan 4, 13:29-13:52 EST
[Scheduled] January 2016 Scheduled Maintenance
The scheduled maintenance has been completed.
Jan 2, 19:30-23:00 EST

December 2015

No incidents reported for this month.

November 2015

No incidents reported for this month.

October 2015

Temporary Disruption of Service
We are happy to report after an additional 24 hours of monitoring, we are considering this incident resolved. Administrators are enjoying on average 1 second load times for web pages while navigating within the TRAX Platform. We sincerely appreciate your support and patience as we worked as quickly as possible to solve for the intermittent disruption in service. We understand how much you, your business and your customers rely on our software. We apologize for the difficulties this has caused your already hectic work week. Our Client Care team is available if you have any further questions, 1-800-975-8729.
Oct 20, 12:11 - Oct 28, 11:28 EST
Upcoming Scheduled Maintenance
After more than 12 hours of monitoring, our Technical Support & Architecture teams are reporting no issues and are considering the maintenance that was performed last night a success. Thank you for your patience while necessary updates were performed to the TRAX Platform.
Oct 26, 17:26 - Oct 27, 13:33 EST
Temporary Disruption of Service
According to several internal and external monitoring systems, the issue with internet service providers subsided around 6:00 PM EST yesterday evening. Our Client Support team has not received any additional support requests due to the issue from yesterday.
Oct 14, 14:06 - Oct 15, 14:17 EST

September 2015

No incidents reported for this month.

August 2015

No incidents reported for this month.

July 2015

Support Portal Outage
This incident has been resolved.
Jul 2, 11:16 - Jul 3, 15:59 EST

June 2015

No incidents reported for this month.

May 2015

TRAX Platform Major Outage
Due to a network connectivity issue at approximately 11:45 AM EST on May 4, 2015, the TRAX Platform suffered major service interruptions. This means CaterTrax sites were down or unreachable for many of you. The TRAX Platform was unavailable intermittently for approximately 2.5 hours until our engineers restored service. We have engaged our vendor, Rackspace, to eliminate network congestion that triggered the incident. The lack of throughput on our firewall caused the TRAX Platform to suffer extreme load, resulting in severe performance degradation. The network connectivity issue will be corrected overnight. To mitigate the issue, our firewall thresholds will be upgraded to accommodate the demand for higher throughput.
May 4

April 2015

No incidents reported for this month.

March 2015

TRAX Platform Degraded Performance
Due to some technical problems with Rackspace's servers, CaterTrax sites are experiencing slowness, latency, and intermittent downtime. Service has been completely restored as of 2:15 PM EST.
Mar 3

February 2015

No incidents reported for this month.

January 2015

CaterTrax Sites Unresponsive
At approximately 10:30 AM, we were made aware that CaterTrax sites are not responding. This coincided with Rackspace site scope notifications. Sites remained unresponsive until SQL server was failed over and reset. The identified offending files were re-encoded and released. At approximately 12:45 PM EST, our Infrastructure & Hosting team resolved the issue. You and your customers should be able to place orders and perform administrative functions as normal with our web application.
Jan 20
Phone Service Disrupted
The phone system used by CaterTrax is currently experiencing an outage. If you have a support request or other item of discussion regarding your CaterTrax site, please submit a support ticket through your through your CaterTrax site to receive assistance.
Jan 20
TRAX Platform Email Notification Issue
Earlier this morning there were issues with sending and receiving email notifications through the TRAX Platform. If you rely on emails for notifications for new orders or change requests from your customers, you will want to check for these notifications once logged into your site. We strongly recommend you call clients with confirmations of change requests for events this week. We understand this is an inconvenience due to the popularity of emails being accessible from multiple devices. Our Technical Support team has resolved the issue, but this change will take a few hours to become available to all clients.
Jan 13

December 2014

DNS Connectivity Issue
Rackspace made us aware that there was an issue with their DNS connectivity around 1:00 AM this morning. The issue was fixed early this morning and our team has taken measures to mitigate the impact for our clients. Due to the nature of the event, a portion of the traffic to our DNS infrastructure may be inadvertently blocked. Our teams are actively working to mitigate the impact and provide service stability. Please note it will take several hours for the connectivity to be resolved. It may appear that our sites are not up and running because some customers may receive a ‘no host found’ error.
Dec 22

November 2014

Phone Service Disrupted
The phone system used by CaterTrax is currently experiencing an outage. If you have a support request or other item of discussion regarding your CaterTrax site, please submit a support ticket through your through your CaterTrax site to receive assistance.
Nov 20

October 2014

No incidents reported for this month.

September 2014

No incidents reported for this month.

August 2014

No incidents reported for this month.

July 2014

No incidents reported for this month.

June 2014

No incidents reported for this month.

May 2014

Database Error
At approximately 9:45 AM EST, our hosting provided notified us that there was a database error, which caused some of our clients to experience a error messages on their sites. We worked with our hosting provider to mitigate this issue and our application on all websites have resumed normal functionality as of approximately 10:31 AM EST.
May 20

April 2014

No incidents reported for this month.

March 2014

CaterTrax Closing Due to Severe Weather
CaterTrax is closing @ 10:30 AM EST due to severe weather. Most of the Northeast is experiencing effects from what the Weather Channel has dubbed as the Blizzard Vulcan. Urgent support requests will still be fulfilled by calling 1-800-975-8729. We would appreciate your understanding for a one day delay for non-emergency support requests.
Mar 12

February 2014

CaterTrax Closing Due to Severe Weather
Due to severe winter weather, the Governor has issued a State of Emergency for all of New York State. We have sent our employees home to ensure their safety. Phone support will be still available.
Feb 5

January 2014

Login Delays
Today, between 2:45 PM EST and 4:00 PM EST there were delays for some administrators while attempting to login to their CaterTrax site. This issue has been resolved and are happy to report that the load-time for logging in is back to normal.
Jan 28

December 2013

No incidents reported for this month.

November 2013

No incidents reported for this month.

October 2013

Data Connectivity Issue
We experienced a data connectivity today, October 18, 2013 at 5:15 PM EST. During this time, sites may have been unavailable.
Oct 18
Payment Gateway | Beantsream to Perform Schedule Maintenance on 10/16/13
Beanstream will be performing regular server maintenance on Wednesday, October 16,2013 between 12:00 AM and 1:00 AM EST. If you have a Beanstream gateway, you may experience intermittent disruptions in service while individual services are temporarily taken offline to be updated and rebooted.Your CaterTrax solution will not be affected by this maintenance, but your ability to accept and process credit card payments may be disrupted. Beanstream will work hard to minimize any impact. If you have any further questions or concerns, please feel free to contact Beanstream Support at support@beanstream.com or 1-888-472-0811.
Oct 9

September 2013

Phone Service Disrupted
At approximately 4:30 PM EDT our phone service was disrupted, we are unable to accept incoming or place outgoing phone calls. We are working quickly to diagnose and solve the problem with our telecommunication partner. If you need assistance with your CaterTrax solution, please place a ticket for support after you are logged into the administrative portion of your website.
Sep 4

August 2013

Telecom Provider Experiencing Technical Difficulties
Our telecom provider is experiencing technical issues. As a result, calls placed on hold or transferred may be dropped. We will do our best to avoid putting our clients on hold or transferring calls until this issue is resolved. If a call is dropped, we will immediately call back. Our provider is working hard to resolve the issue.
Aug 29
Servers Off Network
At approximately 2:54 PM EST on Agusut 7, 2013, one of our servers dropped off the network. Upon further investigation, the RackSpace Data Center support staff were able to ascertain that the event was caused by bad cabling. The cable was re-seated at approximately 3:20 PM EST, at which point the server was accessible via the network and available for serving sites.
Aug 8

July 2013

No incidents reported for this month.

June 2013

TRAX Platform Maintenance
Some sites were unavailable 11:00 PM EST – 3:00 AM EST. Clients were notified regarding platform maintenance on Thursday, June 27, 2013. We apologize for any inconvenience this may have caused to those with overnight operations.
Jun 28