[bromcom] Bromcom Status page pointless

[ultimatepie]

Has anybody else had experience with the status page, I believe it to be pretty much useless as it's not true majority of the time,

 

We have had database performance issues but it has not been reported on the status page which is kind of false and becoming very frustrating when you believe the issue could be ISP or web filter.

 

https://status.bromcomcloud.com/

[Bromcom_Hus]

Has anybody else had experience with the status page, I believe it to be pretty much useless as it's not true majority of the time,

 

We have had database performance issues but it has not been reported on the status page which is kind of false and becoming very frustrating when you believe the issue could be ISP or web filter.

 

https://status.bromcomcloud.com/

 

Status page is designed to report issues/problems on platform which effects all or majority of the users. If there are no platform-wide issues, and individual customer level issues, status page is not designed to report this. You can see the average response times of each application on that status page, by clicking the application name.

[ultimatepie]

thank you for your reply,

We also had issues on Friday around 14:15 and multiple schools on EduGeek reported the same issue but the status page on Bromcom was not updated,

again we called our isp no issues on their side, but as a school, we see it as a major issue if the school is struggling to run reports or take registers because of performance issues then get told to clear your cache which does nothing when the web host is struggling with SQL requests on your side,

[robyholmes]

Also seeing performance issues here. Expected when Bromcom are onboarding so many I guess but they need to get on top of it quick as it's damaging with staff commenting how Bromcom is slower than SIMS.

[Bromcom_Support_2]

Also seeing performance issues here. Expected when Bromcom are onboarding so many I guess but they need to get on top of it quick as it's damaging with staff commenting how Bromcom is slower than SIMS.

 

Hi Robyholmes

 

Sorry to hear you have been experiencing some problems recently.

 

Have you raised a Support case with our Helpdesk for this to be investigated?

 

You can PM me the case reference if so.

 

Kind regards,

Bromcom Support

[robyholmes]

Hi Robyholmes

 

Sorry to hear you have been experiencing some problems recently.

 

Have you raised a Support case with our Helpdesk for this to be investigated?

 

You can PM me the case reference if so.

 

Kind regards,

Bromcom Support

 

Your support team have already replied to my ticket confirming you know of the issue and are working on it. I just hope it's resolved soon as staff are getting tired of performance issues this term.

 

Thank you.

[Oaktech]

I think the threshold of an issue needs to be much lower to trip an update to the status page.

 

Maybe even just acknowledge that there *might* be an issue, status of 'investigating' or something like that. Honestly, it just needs to be acknowledged to give us something to tell the office staff and SLT.

[Bromcom_Support_2]

I think the threshold of an issue needs to be much lower to trip an update to the status page.

 

Maybe even just acknowledge that there *might* be an issue, status of 'investigating' or something like that. Honestly, it just needs to be acknowledged to give us something to tell the office staff and SLT.

 

Hi Oaktech

 

I apologise for any inconvenience you also experienced.

 

We encourage users to contact support, as we do not want to assume that any performance issues are related. It also allows for direct communication with an agent who can log in to assess the site performance.

 

We will always try to be transparent and alert our users when there is a collectively Known Issue, using the Known Issues page on our Support Site.

 

Kind regards,

Bromcom Support

[Bromcom_Support_2]

Your support team have already replied to my ticket confirming you know of the issue and are working on it. I just hope it's resolved soon as staff are getting tired of performance issues this term.

 

Thank you.

 

Hi Roby

 

Thankyou for confirming a ticket was created and you have been contacted by an agent.

 

I understand these situations are frustrating and I apologise again for the inconvenience you have experienced.

 

We take pride in our service and always try to prevent/resolve such issues swiftly.

 

Kind regards,

Bromcom Support

[Theblacksheep]

Hi Roby

 

Thankyou for confirming a ticket was created and you have been contacted by an agent.

 

I understand these situations are frustrating and I apologise again for the inconvenience you have experienced.

 

We take pride in our service and always try to prevent/resolve such issues swiftly.

 

Kind regards,

Bromcom Support

 

 

I think what some are trying to say is that the Status Page is not showing issues we are all seeing.

 

There is no point to a status page if it is not telling the truth.

[CHiLL]

I think what some are trying to say is that the Status Page is not showing issues we are all seeing.

 

There is no point to a status page if it is not telling the truth.

 

Yeah, there's no point in the Degraded Performance or Partial Outage status options if they're saying they only update that if it affects all or most users. If 10% of users are affected for example, then I'd class that as a partial outage

[Dr_Zeux]

I think what some are trying to say is that the Status Page is not showing issues we are all seeing.

 

There is no point to a status page if it is not telling the truth.

 

Totally agree - today for example there are more issues/outages. No updates on status page, and helpdesk have confirmed many schools have reported problems with Bromcom being slow and non-responsive as has affected our school this morning! Status page says 'No incidents' - whilst I appreciate you may not put an update unless affecting 100% of schools, this is also giving the wrong/false information if it affects say 10% of their schools, as it did for my school today! Customer care keep saying for us to check this page when Bromcom is down, so how can I trust this status page, if it's giving false info? Also, as a result, I would suggest their uptime stats are completely false!

[Ex-MGSTech]

Totally agree - today for example there are more issues/outages. No updates on status page, and helpdesk have confirmed many schools have reported problems with Bromcom being slow and non-responsive as has affected our school this morning! Status page says 'No incidents' - whilst I appreciate you may not put an update unless affecting 100% of schools, this is also giving the wrong/false information if it affects say 10% of their schools, as it did for my school today! Customer care keep saying for us to check this page when Bromcom is down, so how can I trust this status page, if it's giving false info? Also, as a result, I would suggest their uptime stats are completely false!

 

 

An issue I brought to their attention at BETT last year!

[Dr_Zeux]

An issue I brought to their attention at BETT last year!

 

I've also informed Customercare about this issue countless times over the last few months, and lack of informing customers when their system is slow, non-responsive, or when they take it offline completely, but so far no improvement... If I was lucky enough to get a response to one of these emails, usually the advice is to check the status page - which is clearly useless, as it's giving the wrong information today, but I suspect other days as well...

[Aprice]

Not sure if anyone else is having issues today, are user base can't download documents from student areas of Bromcom.

 

Bromcom appears to be aware of the issue, however the status page has nothing on it.

[Dr_Zeux]

Not sure if anyone else is having issues today, are user base can't download documents from student areas of Bromcom.

 

Bromcom appears to be aware of the issue, however the status page has nothing on it.

 

Yes, there were problems this morning and the reporting servers were down. But as previously advised, apparently the service status will not report this, as it it not a global problem - my point around this, is that often we're advised by Bromcom to check the status page - what's the point, if this isn't updated to reflect outages, albeit that it doesn't impact everyone...