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Classcharts abysmal performance today

PotNoodleTech

By PotNoodleTech
in MIS Systems

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sodslaur

sodslaur

Posted
Posted
We've not had any communication since they responded to my email just before 9:00am. Oddly though our member of staff who deals with Behaviour and detentions managed to print off our detention lists!

I managed to get ours off too - it was a very short list as no one managed to log anything today....!

Anyer

Anyer

Posted
Posted
I managed to get ours off too - it was a very short list as no one managed to log anything today....!

 

I don't know how he did it, but he's managed to access it sporadically all day so managed to input most of them. I'm the main admin for it and I've not been able to get in at all!

willtech

willtech

Posted
Posted
This is the longest I've known them be down since the school has started using them (a good 4 or so years). Must be quite the problem! Still no communication out from them either..... starting to think it might be an attack/compromise. Especially with how they swept the last data breach under the carpet....

 

Just called them no updates

Homer

Homer

Posted
Posted

I just called them, spoke to a lovely person but she had absolutely *no* information to provide me from Classcharts, I feel she was a bit embaressed by this herself. I asked to speak to a manager - none that she can put me through to so she did suggest I complain via the support email which I have done.

 

The complete absence of communication through any means is very concerning at this stage. This is what I have sent;

 

Hello,

 

I have just called the support line to enquire as to what is going on with Classcharts today, and while the customer support agent I spoke to was incredibly polite and patient she had absolutely no information to give me, no updates from the Classcharts department and no managers to put me through to.

 

The service has been unavailable for the entire day, which has severely impacted operations within the school. We have had no communications from Classcharts, there is no status page to reference, there are no social media posts, posts on your website… nothing! I am now getting concerned that the scale of this outage, and the complete lack of communication is a sign that something pretty serious has taken place that we need to be aware of, up to and including an attack or data breach.

 

TES/ClassCharts need to provide full transparency as to what is going on with these services and provide updates (even a holding message to start with) to the customer base. You really need to ensure the teams on the phones are kept informed of what is going on, so they can provide an update to your customers, and not increase worry or concern.

 

I would appreciate a decent update of what has gone wrong, and an estimated time to resolution so that I can inform my staff of what is going on.

 

Finally, I would like to stress that I have no issue or concern with the person I spoke to on the phone today, she was as helpful as she could have been, this is a complete failure at the management level.

 

Patience with their complete outage and failure to communicate is wearing pretty thin here...

  • Thanks 1
Anyer

Anyer

Posted
Posted

I emailed them RE: no contact or update, and got the below:

 

Thank you for getting in touch,

 

Our investigation into the Class Charts technical issue is still ongoing, but we are working as quickly as possible to provide a solution for you.

We appreciate this is frustrating and, again, please accept our apologies for the inconvenience caused, but we will let you know as soon as we have an update.

It has been raised internally to the relevant parties about the lack of communication with schools, rest assured this will be investigated.

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sodslaur

sodslaur

Posted
Posted

Has anyone received any communication from them not prompted by a message to the support team?

 

I was promised an email would be sent out to customers by 2 sepaprate people, have received nothing.

neb1355

neb1355

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No communication from our side too.

 

Nothing ever seems to improve... whether it's Class Charts, Room Booking System or Parents Evening System.

willtech

willtech

Posted
Posted (edited)

Called TES this morning, update is:

 

Class Charts should be mostly working again. They are aware some functions are not available still and they are working to fix these.

Edited by willtech
DrCheese

DrCheese

Posted
Posted
No communication from our side too.

 

Nothing ever seems to improve... whether it's Class Charts, Room Booking System or Parents Evening System.

 

Since TES bought up all these companies they've done the traditional "big edutech vendor" playbook - Buy them all up, sack half the development team, asset strip it & run product with no improvements for years.

  • Thanks 2
TechMonkey

TechMonkey

Posted
Posted
The issue here is that I have no confidence we will be told what happened, and even if the stars aligned and we did get some kind of reason, that it would be truthful or factual. After the whole, a breach is not a breach as we don't see it like that, debacle then they could have had their servers completely compromised, physically stolen, live streams of the attackers showing the servers and data and I would still expect a response of everything is OK.
  • Thanks 1
Anyer

Anyer

Posted
Posted (edited)

Just had this through; generic but also says they're going to update us again.

 

Firstly, thank you for your patience while we were resolving the technical issue with Class Charts. The system is now back up and running, but you might find that some features have limited functionality. We are continuing to fix this so please bare with us a little longer while we improve the functionality.

 

Once again, I'd like to apologise for any disruption caused and extend my gratitude for your understanding while we were finding a solution. We'll provide you with a further update once we have fixed the affected functions in Class Charts

 

Thank you again for your patience.

Edited by Anyer
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Dukey89

Dukey89

Posted
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Posted

I've sent an email to help@tes:

 

I feel I need to comment on the absence of any form of communication from yourselves regarding the issues ClassCharts has been having this last 30 hours. I appreciate, especially working in IT myself, that sometimes things don't work correctly, nothing can have an 100% uptime. The bigger problem here is the complete lack of acknowledgment or communication out to your customers that there was an issue and that it was being worked on. After the data breach issues last year that you all swept under the carpet as a non breach - one can only assume similar again without being assured otherwise. You need to do better.

  • Thanks 6
WannabrewUK

WannabrewUK

Posted
Posted

We've found that Students additional information is also missing. Reported this but haven't heard anything back yet.

 

Has anybody had a decent explanation of what happened yet?

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