Exalate has been non-functional for the past two days

General Questions
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Originally asked by Rao Waseem Tahir on 25 July 2023 (original question)

Exalate has been non-functional for the past two days.

Comments:

Rao Waseem Tahir commented on 25 July 2023

We are writing to express our deep disappointment with the services and support we have received for Exalate. We have been using Exalate for the past 2 years, and unfortunately, we have experienced continuous issues with its performance. From the very beginning, it has not been running smoothly, causing disruptions for a week at a time.

This ongoing problem has put us in a difficult position with our management, as we are unable to provide them with a satisfactory explanation for the recurring issues. If these problems are not resolved promptly, we will have no choice but to consider switching to an alternative tool. We trust that you are aware of the reasons why this decision would be necessary.

2

Answer by Jillani Fazal on 25 July 2023

Hi Rao Waseem Tahir

Your frustration is valid and do apologize for all the inconvenience.

However, we did what we could do in order to bring the node back and have this issue resolved but to no avail; hence had to escalate it to the back end team.

The issue is currently being investigated and I am keeping an eye on it as well, which is the ticket EASE-24640, I just replied on it, please check and also leave a comment on the ticket so that the communication remains on one channel in order to avoid the confusion.

Thank you for understanding and co-operation.