Dear SimplePractice Community,
At SimplePractice, we know that the success of running a practice requires you to have a platform that continues to evolve, allowing you to work as efficiently as possible. We are aware of the importance of providing enhancements, fixes, and new features for you in a timely manner. We also know how important it is for you that SimplePractice is available 24 hours a day, 7 days a week, 365 days a year, and so we do all we can to minimize the amount of time we need to take things offline for maintenance.
Providing this for you is our privilege.
Recently there were a couple instances where our desire to be efficient created an issue for a handful of our customers.
Here is more context and specifics:
As we lay the foundation for significant platform enhancements in 2019, we are making changes to our infrastructure. As we make these changes we occasionally need to migrate data to new servers. In our desire to keep the site online during a couple of these migrations and in order to keep development moving we did this in the middle of the workday while the site was still accessible to our customers, rather than take the site offline. Since we have a very robust infrastructure of multiple data centers and many servers, we have been able to do this for years without incident.
During two of these migrations a small portion of information was saved to our backup servers but not our live site. This affected only a handful of our customers.
Both issues were resolved quickly and a small portion of you are working with our Customer Success team to restore a small amount of your original data from our backup servers.
I know there are some erroneous comments on social media implying there was a breach of data. This is absolutely not true. Our site was never compromised.
Why are we messaging this now?
To ensure we are able to provide all of the necessary details with as much accuracy as possible, and to determine the best resolution, we chose to fully investigate both instances first.
What we’re doing.
Moving forward we will be scheduling time during non-business hours to do any data migrations. We will communicate to our community ahead of time so you all are aware when the site may be offline.
What we will continue to do.
- We will continue to be transparent about any issues and communicate in a timely manner, so you can be confident that we are your trusted partner.
- We will continue to exceed the standard security and privacy requirements to keep your data safe.
- We will continue to innovate our processing and communication systems which help SimplePractice customers have a seamless experience with our platform.
Storing your data reliably and securely is paramount and it is what allows you to have trust in us. I can’t tell you how upsetting it is to me personally any time we do something that causes any stress on our customers and I apologize to any of you that have devoted your precious time to dealing with this.
Co-Founder and CEO, SimplePractice