Lette of Apology ---- From Zerodha Dec 16 at 7:19 PM Dear Fellow Traders, The last 7 days have probably been the toughest for us as a team at Zerodha. We had meticulously planned (in vain) our infrastructure upgrade with our NEST vendor for the Dec 6th weekend. But clearly, things didn’t really go as planned. Exchanges don’t let two parallel setups, so on Sat, 6th Dec; our vendor moved our exchange leased lines from our old setup and connected to the new. We also got many of you to participate on the mock trading on the exchanges on that day. Over the week, we had informed/asked most of our clients via email/sms to update the new version of NEST/ZT without which it wouldn’t work from Monday. On Monday (8th) morning, tens of thousands of our clients started downloading the NEST/ZT installer simultaneously from our website, slowing it down to a crawl. We had more than 100 support people available to take calls, but that wasn’t enough when a few thousand clients called us at the same time to help them install the latest version of NEST/ZT. With the exponential increase in calls, our IVR failed and instead of a message informing you of the queue, you actually heard the phone ring (wrongly). To make things worse, our vendor botched up some critical configurations on newly upgraded backbone, which wasn’t evident on the mock trading day. These anomalies, however, quickly surfaced during the week, and caused a lot of trouble over 7 days, fortunately less on our desktop platform ZT, but severely on our web and mobile applications. To add to the agony, during the last 7 days, our primary connectivity via leased lines to the exchanges through the Bharti Airtel network had issues twice, a completely unrelated problem to our infrastructure upgrade and something that couldn’t have been avoided (we run three sets of backup leased lines from exchanges to our data center, in case one fails. But the Bharti Airtel lines didn’t fail, they started underperforming dramatically). Most of the issues are settled and we are almost back to being normal. We truly regret the inconvenience caused, but we were helpless this time around. Our backend technology (NEST) and infrastructure, like a majority of other brokers, is handled by a 3rd party vendor. The whole ecosystem is completely out of our hands and we are fully reliant on the vendor for upkeep. For all our web/mobile clients (who had the worst ordeal of all), we will refund all the brokerage you have paid us in the last 7 trading days. It may not amount to much, but we truly want to say sorry for this fiasco. We also observed that most people who kept us busy on those few days were people who weren’t active traders. We are updating our phone systems so that the next time you call from your registered phone number, if you are an active trader (generating brokerage of at least Rs 300/month), you will be pushed in front of the queue. .....................................,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,
Posted on: Wed, 17 Dec 2014 05:59:21 +0000
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