While for some Labor Day signals the end of summer, changing leaves, or back to school, for us here at Eventbrite it heralds the beginning of conference season and one of our busiest times of year. We anticipated increased growth, but we did not foresee the dramatic spike in activity that we experienced on Tuesday and Wednesday. As Twitter said, “It’s not rocket science, but it’s our work,” and we couldn’t agree more. While we experience some growing pains, we don’t want you to feel a thing.
We’ve taken the measures to ensure that our technology will scale as quickly as our business is growing (growing our operations team, adding additional servers, optimizing pages, improving our tracking and logging of processes, creating a more redundant network) and we commit to maintaining an open and honest relationship with our customers.
Here’s the email that our CEO, Kevin Hartz, sent out this morning:
Dear Eventbrite Customer,
As many of you are aware we experienced severe server loads on September 8th and 9th, causing a series of outages and making our service intermittently unavailable.
In our efforts to quickly remedy the outage, we focused on keeping registration pages up so that attendees could continue to buy tickets and register for events. However, in order to do so we had to temporarily shut down some of the event management functionality. Registrations and ticket sales continued with only minor interruptions, but we are aware of the great inconvenience and frustration that this caused for event holders who were trying to access or modify their events during this time.
Our business has been steadily growing and we have been committed to offering world-class service and availability. We were not prepared for the magnitude of traffic that hit us this week, but we learned a valuable lesson and we’re growing our operations to meet these challenges. Since Tuesday, we have secured the resources required for this new level of growth and redesigned our system to handle unexpected peaks.
While we better anticipate the changes that come with growth, our commitment to you remains the same. You are at the center of everything we do and we will continue to pursue an open and honest relationship and deliver both the good and the bad news.
When necessary we will post site updates on our blog, on twitter by following @Eventbrite, and on our Facebook Fan Page. As always please feel free to reach out to us over any of these channels, through email, or by giving us a call at 1-800-350-8850.
Thank you again for your support,