Yesterday, at approximately 3:10 a.m. Pacific Daylight Time (PDT), Illuminate Education's internal automated monitoring systems alerted us to external connectivity issues between our primary hosting operations facility and Internet. Illuminate Education systems remained up and operational, however, customers reported issues accessing Illuminate Education from the internet.
At Illuminate Education, maintaining system availability is a top priority. When we were alerted of the issue, we immediately deployed a team of engineers to resolve the issue, which was determined that a hardware failure had occurred. The primary interface between our internet service provider (ISP) and the Illuminate Education environment had failed. This connection has redundancy, however the failover did not consistently route all traffic around the failed component, resulting in the inconsistent access to Illuminate Education.
Our engineers resolved the issue at approximately 2:29 p.m. PDT. At that time, full access to all system services was restored. The engineers verified that all Illuminate core services were available and operating normally. At no time was customer data lost or at risk.
As we maintain replacement hardware on site, our team was able to expeditiously replace the failed component. Our automated failover system was also corrected, which will prevent such an issue from impacting customers in the future.
Illuminate Education takes this issue very seriously and we want to personally apologize for any inconvenience that may have been caused by this issue. We are conducting an internal review of our hosting operations to ensure we are doing everything possible to maintain the high levels of system uptime you expect from us.
If you have any questions or concerns, please do not hesitate to contact us at (949) 242-0343.