Yesterday, Shopify was down for many of you for an extended period of time. We know that you rely on Shopify for a stable, secure and transparent platform. The team is working on the post-mortem as we speak and we will share it in full detail as soon as it is ready. In the meantime, we’d like to share a letter from our head of engineering, which discusses yesterday’s outage.
Hi everyone, my name is Jean-Michel Lemieux and I lead engineering at Shopify.
I want to recognize and apologize for the stress, concern and impact the recent outages, including yesterday, have had on you and your businesses. Platform integrity and reliability is the number one priority of Shopify, and the reason a lot of you selected us as your platform.
The last several weeks have been challenging as we had some issues transitioning to our new cloud infrastructure. This move is fundamental in allowing us to scale internationally and bring you performance and speed globally. These challenges were compounded by the incident last night which was caused by a problem with the rollout of a new storefront product recommendation system. It took us too long to find the root cause and restore service. We know that commerce is changing quickly and we are continuously investing in bringing you the best and most advanced tools possible. None of these are excuses, just additional context.
As many of you plan for back to school and Black Friday, we want to assure you that Shopify is ready. We have put in additional procedures to ensure we minimize any potential disruptions to you and your business in the future. We know this doesn’t change the impact an outage has on your business, but hopefully our proven track record gives you confidence in our ability to come back stronger. We believe the businesses who have been with us for a while can attest to our dedication to platform integrity. But we have to, and will do, better. We are confident, and want you to be confident, that you have made the right choice in Shopify and that we will work very hard to ensure the reliability of the platform every day.
Again, I sincerely apologize for the recent issues, and thank you for your patience and continued support.