An apology from Desire2Learn CEO John Baker

February 12, 2013

Dear CU-Boulder Faculty and Students, 

I, and the team here at Desire2Learn, deeply regret the recent outage experienced on your campus. We take full ownership and we understand the impact the outage had on your ability to teach and learn. It was unacceptable. We are working with the Office of Information Technology (OIT) in every way possible to ensure we improve the learning experience and to rebuild trust. 

One of our strategic objectives last year was to invest heavily into our SaaS data centers that would allow us to improve performance and to scale alongside our customers into the future. As part of a routine data migration strategy from existing storage to new next generation storage system, we had high latency between one of our new file systems and the file virtualization layer that managed the two storage systems. And while we deployed everything we had at resolving the problem, a portion of our customers experienced slow performance or downtime anywhere from 6 to 72 hours. 

We realize how unacceptable this is at any length of outage and for this we are truly sorry. We have stabilized the environment and it has been operating without issue since Friday, February 1st. And while we still have a large amount of staff working around the clock ensuring there are no further interruptions, and to understand the full root cause, we are confident that the systems will remain stable. 

Desire2Learn has grown as a company through the trust and recommendation of our clients and we don’t intend to ever lose focus on this. I started Desire2Learn as a 3rd year university student in pursuit of transforming teaching and learning through technology and innovation. You can count on us to obsess about what happened last week and to ensure it never happens again. 

Sincerely, 

John Baker
President and CEO
Desire2Learn Incorporated 

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