I’m active on Twit­ter and the mes­sage boards and am very aware that some of you have been expe­ri­enc­ing latency issues. We hear you loud and clear and have been work­ing tire­lessly to solve the prob­lem. I wanted to pass along this let­ter from our CEO, Josh James, which I think com­mu­ni­cates well how seri­ously we take this situation.

I want to reit­er­ate what Josh says and say the we truly apol­o­gize if this latency issue has neg­a­tively affected your busi­ness. Your suc­cess is our suc­cess. — Adam

Dear Cus­tomer:

On the evening of Jan­u­ary 8, 2009, we issued a Site­Cat­a­lyst main­te­nance release. We imme­di­ately noticed a delay in pro­cess­ing data. Regret­tably, this issue was not expe­ri­enced dur­ing our exten­sive load test­ing envi­ron­ments and beta envi­ron­ments. After sev­eral days of inten­sive engi­neer­ing analy­sis, we iden­ti­fied and resolved the prob­lem and began a series of roll-backs to address the root cause. Unfor­tu­nately, this resulted in sev­eral days of back­logged data that needs to be processed for the minor­ity of cus­tomers affected. Dur­ing this time, no cus­tomer data has been lost and com­plete data integrity has been main­tained. How­ever, some of our cus­tomers are expe­ri­enc­ing a delay in the avail­abil­ity of data in their Site­Cat­a­lyst reports. We are work­ing around the clock for each of these cus­tomers to bring their report­ing to cur­rent status.

Our cus­tomers are our num­ber one pri­or­ity, and we sin­cerely regret the incon­ve­nience this has caused. We take our cus­tomers’ con­fi­dence in us very seri­ously and are con­tin­u­ously work­ing to improve qual­ity assur­ance and ser­vice deliv­ery. We rec­og­nize the need for more proac­tive and fre­quent com­mu­ni­ca­tion out­reach, and we are putting addi­tional processes in place to help ensure the most rapid, accu­rate, and trans­par­ent communication.

We apol­o­gize for the incon­ve­nience and are com­mit­ted to return­ing to the high stan­dard of reli­a­bil­ity you have come to expect from Omni­ture. Again, our rela­tion­ship with you and the trust you have placed in us are of utmost impor­tance. If you have any ques­tions, please con­tinue to con­tact Omni­ture ClientCare.

Best regards,

Josh James
CEO & Co-Founder
Omniture

Update: Check out the fol­low­ing post on Min­i­miz­ing Latency

3 comments
Adam Greco
Adam Greco

James - Please contact ClientCare for the latest status...

James Dutton
James Dutton

Adam, We're still seeing this delay in processing - it's been a month since this was announced. Is there a resolution or update yet? Cheers, James.