Updated 12:45pm September 27, 2019
Evermore sites are now back online. Our service provider has informed us that the solution has been fully resolved.
Evermore is actively testing the sites and monitoring them to ensure the issue is truly resolved. We will keep this post updated if anything further occurs.
Originally Posted 12:00pm September 27, 2019
All Evermore sites have been experiencing downtime since about 9:15 am ET on Friday, September 27, 2019 and we do not have a clear timeframe for resolution. This is unprecedented for our service, so we’ve created this summary of what’s happening.
Evermore has partnered with a specific vendor to service and monitor our hosting environment for 5+ years. After we detected the sites were not loading this morning, our vendor informed us there was an issue on their end and that they would be resolving it—and that there is nothing further Evermore could do. At the time, we were told sites would be back up “within a couple of minutes”. Two hours later, we were informed that the issue was far more serious than anticipated and that they do not have a timeframe for resolution.
We know this is unacceptable to you. We share that response and are actively monitoring this situation to ensure your site is back online as soon as humanly possible.
It is not unusual for a service provider to have an outage like this—in fact, Evermore’s actual “uptime” rate has greatly exceeded the industry standard every single year. However, we’re normally able to resolve this within 5 minutes, or are able to limit any maintenance to non-business hours. We are not pleased that the initial message we received from our vendor indicated this would be fixed quickly, which caused us to pass along poor expectations to customers. Your trust is our #1 priority.
Below, I’ll answer a few common questions about what we’re doing now and what we’ll do when sites come back online.
What does having no “timeframe for resolution” actually mean?
It means the vendor does not feel they fully understand the root cause of the issue. It does not mean your site won’t come back online, or that no one is actively working on it.
Even though Evermore has not experienced this length of service outage in 5+ years of service, it is still most likely that the sites will come back online today. Our vendor is well-known, established, and reputable and does not want this outage to persist. It is affecting more of their customers than just Evermore.
Shouldn’t the sites be on a backup server, or can’t they be moved there now?
Yes. In fact, sites are on multiple servers with our vendor specifically to prevent this type of issue. Evermore literally pays for a service that is supposed to prevent this situation. Unfortunately, it seems that the problem is happening in the mechanism that controls this redundancy.
Attempting to manually move your site to another hosting provider is an option we will keep open if this situation persists further without an updated timeline. Migrating sites introduces risk of data loss that needs to be managed, so we want to hold off on that option as long as possible.
What are you going to do to prevent this from happening in the future?
For now, our priority is getting your website back online. Once that happens, we’ll be doing two things:
- We will discuss this issue at length with our vendor to understand what they are doing to prevent this going forward.
- We will be moving up a timeline for an additional layer of “redundancy” for your website. Despite there being no indication today’s level of issue would ever occur, we have been working over the past several months on a plan to integrate an additional service provider. Today’s issues were exactly the unlikely circumstance we wanted to plan for and it’s clear this needs to be in place sooner rather than later.
If you have additional questions, please contact Support.
We are very sorry for the trouble this has caused and take your business seriously. Please know we are doing everything we can to resolve this.