Message from McGraw-Hill on recent system interruptions

posted Sep 6, 2012, 7:41 AM by Calvin Bishop

Please see the message from McGraw-Hill:

Dear Connect Community Member,

I am writing to address a recent situation that may have affected you and your students. Between Thursday night, August 30th and Tuesday, September 4th, we had four system interruptions that impacted students’ ability to take their McGraw-Hill Connect assignments. I want to apologize for the interruption in service as I know that you and your students depend on Connect as a critical part of your course. Please be assured that no student assignment data was lost and all other components of the Connect platform were available during these periods.

I also want to assure you that these interruptions were not caused by either the volume of students using Connect, nor any problem with the software itself. The interruptions were caused by human errors in the configuration and monitoring of our hosting infrastructure. We are currently working with our hosting service providers to prevent any future occurrences. These measures include additional 24/7 monitoring of our systems along with an augmentation of the number of staff dedicated to this monitoring. We are confident that, with these measures in place, we will continue to provide the stability you have come to appreciate with Connect.   

Please know that we are absolutely committed to you and the millions of students who actively use Connect.  We consider it unacceptable to have any part of Connect down for more than minutes, we will continue to make it our mission to support you throughout the semester.  

On behalf of the entire McGraw-Hill Connect team, I apologize most sincerely for the impact this may have had at the beginning of the semester. 

Yours sincerely

Jay Chakrapani
VP & General Manager, Digital, McGraw-Hill Higher Education