Critical / Urgent Problem - Running Packages 'Frozen' and Can't Cancel, Many Packages Queued

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  • Last Post 20 March 2018
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API User Reporting posted this 15 March 2018

Greetings:

It would appear there is a critical problem at present with SkyVia Replication affecting multiple organizations.

There are replication packages running that are not progressing. They seem 'frozen' or 'stuck'. There are also many packages that are queued seeming to be waiting on the completion of the packages that are running.

The source in each of these packages is Salesforce. The target is SQL Server.

Please advise.

Respectfully,

Darryll Petrancuri

P. S.

This is why I believe you must offer realtime support channels including chat, email and telephone as a pre-requisite to being an enterprise-class solution.

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Mariia Zaharova posted this 16 March 2018

Sorry for the inconvience with this. You should not face this delay any longer. 

We have checked your account. There are no stuck or queued packages for now. If is it not so, please specify these packages.

 

Best regards,

Mariia

 

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API User Reporting posted this 16 March 2018

Greetings:

You are ignoring the fact that we experienced the problem as did other SkyVia customers.

You have an incumbent responsibility to be transparent and identify what happened.

Please don't 'pretend' SkyVia was not having serious issues last night.

We await your transparent response.

Respectfully,

Darryll Petrancuri

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Mariia Zaharova posted this 19 March 2018

We confirm that Skyvia had problems last week and we have done everything to resolve this problem and prevent its recurrence.

All Skyvia users which encountered this issue were notified about current state of their tasks.

We apologize for the inconvenience once again and thank you for your patience.

 

Best regards,

Mariia

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API User Reporting posted this 19 March 2018

We were not notified. We did have problems.

Also, you haven't told us what the problem was. 

I think you don't understand the concept of transparency.

Please advise.

Darryll Petrancuri

 

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Simon Bubnov posted this 20 March 2018

I think you don't understand the concept of transparency.

 

Our support policy is usually not to post excessive technical information of an issue, because we think that it's more important to the user whether we can reproduce and fix it, and for most users internal technical details are not interesting. Next time we will try to provide you with more complete information about issues.

 

Also, you haven't told us what the problem was. 

 

The issue occurred due to excessive load of Skyvia's servers - too many packages were running at the same time and too many packages were in the Queued state waiting for other tasks to be finished. 

And as Mariia wrote before: we have done everything to resolve this problem and prevent it from happening again.

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