February 13, 2013
Dear Valued Client,
On February 12, 2013, I joined with other members of the Desire2Learn executive team to host a conference call with the clients who had been affected by the recent service outage. On the call, we provided details on the events leading to the outage and the subsequent recovery. We also reported on our plans moving forward. Most important, the call also gave you the opportunity to comment and ask questions, and I appreciate your candor. We heard your frustrations and concerns very clearly.
I want to re-iterate our apologies for the difficulties the outage caused you and your learners. We understand fully the magnitude of the impact this service interruption had on your organization. We are dedicated and passionate about learning, and we want to help you achieve your goals by providing you with the most reliable and effective learning solutions available.
During the call, I said I would follow up with an outline of our plans moving forward. There are seven key elements, and here is an overview:
1. Continue to make significant investments in infrastructure
2. Expand system monitoring and reporting capabilities
3. Improve change management and communication practices
4. Enhance Network Operations Center (NOC) incident response and coordination
5. Develop stronger relationship with SaaS vendors
6. Improve employee training and process development
7. Implement specific lessons learned from this incident
We are on the path forward to emerge a stronger, better partner for your organization. In recent months, we have made significant improvements to our infrastructure, including:
I understand that you chose Desire2Learn as your partner, because you want to provide the best possible learning experience and environment for your learners and other stakeholders. We will continue to help you do exactly that. I know that as a company we have to work to rebuild your confidence in our systems, and I pledge that we will do this.
We thank you for your patience and understanding. We are focused on continually earning your confidence and seeing your organization and learners succeed.
President & CEO,