On Tuesday August 27 beginning at 12:55 UTC, Articulate 360 desktop users were intermittently unable to sign in to Articulate 360 for ten hours and nine minutes. This outage happened because the third-party provider we depend on for user authentication began intermittently serving an invalid TLS/SSL certificate for our user login site id.articulate.com.
This outage period is unacceptable. We're very sorry for how it impacted your workday.
We'd like to provide more info about how this happened and what we're doing to prevent it from happening again. Our team was completely focused on resolving this issue throughout the outage. Our vendor was unacceptably slow in identifying the root cause of the outage and resolving it. We take responsibility for choosing vendors that provide consistent high level of service, and that’s why we’re working hard with this vendor to make sure this doesn’t happen again. We’ve made three major changes:
In addition to the improvements we've already put in place to ensure priority response and resolution, our vendor has committed to several improvements to ensure this doesn't happen again, including:
We will continually monitor this vendor’s level of service to ensure they’re meeting our expectations. If you have any questions, please get in touch with our support team and we'll be happy to provide any detail we can.