Temporary Disruption of Service
Incident Report for CaterTrax
Resolved
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.
Posted Oct 28, 2015 - 11:28 EDT
Update
Thank you for continued patience while we worked through this incident. We would like to be conservative and continue to monitor the platform for another 24 hours. The Client Support team has not received any support requests today regarding the slowness of the TRAX Platform. Our teams have been monitoring the performance of load time for web pages and report that on average all administrators are experiencing about 1 second. Give us a call at 1-800-975-8729 with any questions you may have.
Posted Oct 27, 2015 - 13:37 EDT
Monitoring
The issue for a small group of site administrators experiencing slow loading times navigating from page to page within the TRAX Platform is still being monitored. Maintenance was performed on our databases this evening between 9 - 10 PM EST. Web pages are loading on average in about 1 second within the platform. Web resource pools are in final stages of being brought online by our hosting provider. This issue will remain open until our testing is completed and we are assured the top quality services you are accustomed to is restored. We appreciate your patience as we have worked quickly as possible to investigate, identify, and monitor the incident. We apologize for the loss of productivity this incident has caused for some of our clients.
Posted Oct 26, 2015 - 22:45 EDT
Identified
We wanted to inform you that we are aware of the continued slowness issue being experienced by a small group of our administrators navigating from page to page within the TRAX Platform. This issue is a continuation of the one documented last week on 10/20. As previously indicated; our hosting provider is working with us as quickly as possible to ensure a return to the top quality of service for you and your customers have come to expect from CaterTrax.

It was noted at 11:40 AM today while testing our new web resource pools that some sites are still experiencing delays in loading time for web pages. This has caused some administrators to be logged out while working or they are experiencing on average a delay of 2.5 seconds vs 1 second for web pages to load. Tonight, starting at 9 PM EST until approximately 10:00 PM EST, our databases will be unavailable for 1 – 2 minutes. If you visit your site during this time you will see an intentional error page while the database is being updated.

We have updated the incident on trust.catertrax.com that indicates a temporary disruption of service for the platform. Please rely on this site for updates regarding the incident. Our Client Support team will respond to tickets regarding the incident. If you are experiencing slowness with loading web pages. For those administrators most impacted by this performance issue, please accept our sincerest apologies.
Posted Oct 26, 2015 - 15:25 EDT
Monitoring
Our clients experienced a quicker loading time for web pages starting around 3:30 PM EST, this is a result of the troubleshooting by our Technical Support and Architecture teams. We are working with our hosting provider to implement the solution needed to rectify the incident. We will continue to monitor this issue for the rest of the week. We will provide an update at the beginning of next week. Please continue to monitor this site for any new updates regarding the incident.
Posted Oct 20, 2015 - 18:04 EDT
Identified
We are aware there is a slowness issue being experienced by some of our administrators navigating from page to page within the TRAX Platform. Some of our web server resource pools are intermittent when directing web traffic. For example, a web page that normally takes one to one and half seconds to load is averaging three seconds. Our Technical Support and Architecture teams are working with our hosting provider to identify a solution.

Rest-assured we are working as quickly as a possible towards a solution.
Posted Oct 20, 2015 - 14:04 EDT
Investigating
We are experiencing interruptions and delays in service for some our sites. We are working actively on a solution. You can expect continued updates today about this issue.
Posted Oct 20, 2015 - 12:11 EDT