Captains,
The last few hours have been interesting as I have mediated discussion between two service providers working to bring systems back online.
My understanding at this juncture is that one of the modules that runs in the back-end of our eCommerce suit failed to properly scale resources when it came under load, then subsequently failed.
This module handles a couple of critical processes: It creates the download links, emails them, then handles two-factor authentication to get you through the download process. It also has a front end that we use internally for customer support purposes.
When this system failed, we took the site offline in order to prevent additional customers piling in and making an already bad situation worse.
The vendor responsible is currently working with the data center to correct the scaling issue- and as of my call with them at 2330Z has advised us that we can expect to be brought back to full capacity in approximately 4hrs, or by my math lets call it 0400Z.
So- here is the TL;dr version:
If you are waiting to purchase the PMDG 737-700:
We are awaiting an update from our system vendor that is anticipated to happen before 000Z. We are holding off accepting new customer sales until that time.
Same as above, but in pilot-speak: We are currently in a departure ground-stop. EDCT time is 0000Z/10MAY22.
If you already purchased and are awaiting a download, activiation key, or activation of your purchase:
We beg your forgiveness and very much appreciate your patience as we work with our vendor to get the system fully up and operational.
Please note that it *is* working in the background, slowly chewing through the backlog of customers that piled in after it failed.
The process of chewing through the backglog is automated and it will get to you in time. Worst case, when they bring the additional resources properly online it should get through all of you quickly.
We are monitoring the situation and I am on the line with the vendor every :30 for updates. I will pass them along to you as I can.
The last few hours have been interesting as I have mediated discussion between two service providers working to bring systems back online.
My understanding at this juncture is that one of the modules that runs in the back-end of our eCommerce suit failed to properly scale resources when it came under load, then subsequently failed.
This module handles a couple of critical processes: It creates the download links, emails them, then handles two-factor authentication to get you through the download process. It also has a front end that we use internally for customer support purposes.
When this system failed, we took the site offline in order to prevent additional customers piling in and making an already bad situation worse.
The vendor responsible is currently working with the data center to correct the scaling issue- and as of my call with them at 2330Z has advised us that we can expect to be brought back to full capacity in approximately 4hrs, or by my math lets call it 0400Z.
So- here is the TL;dr version:
If you are waiting to purchase the PMDG 737-700:
We are awaiting an update from our system vendor that is anticipated to happen before 000Z. We are holding off accepting new customer sales until that time.
Same as above, but in pilot-speak: We are currently in a departure ground-stop. EDCT time is 0000Z/10MAY22.
If you already purchased and are awaiting a download, activiation key, or activation of your purchase:
We beg your forgiveness and very much appreciate your patience as we work with our vendor to get the system fully up and operational.
Please note that it *is* working in the background, slowly chewing through the backlog of customers that piled in after it failed.
The process of chewing through the backglog is automated and it will get to you in time. Worst case, when they bring the additional resources properly online it should get through all of you quickly.
We are monitoring the situation and I am on the line with the vendor every :30 for updates. I will pass them along to you as I can.
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