Global outage affects BlackBerry® users
A four-day outage has affected millions of BlackBerry users and left them frustrated with disruption in e-mail and instant messaging services.
BlackBerry users around the globe experienced an outage that disrupted their e-mail and instant messaging services. RIM, the Canadian company that manufactures BlackBerry, has attributed this delay to a glitch in a core switch. Although RIM’s system is equipped with failover, but it didn’t work as expected, the company said in a statement. Responding to this statement, Ken Dulaney, an analyst at Gartner, said that RIM has failed yet again to provide a comprehensive solution to recover from such disasters. Commenting on the failure of the core switch, he further added, “While it's true that switches can fail, there should be automatic ways in which the system recovers from this type of event. Any vendor who runs this type of mission-critical service must constantly be reviewing disaster recovery solutions."
In a frantic attempt to pacify BlackBerry users, who suffered due to this incident, the co-CEOs of RIM have issued a public apology. Mike Lazaridis and Jim Balsillie, the co-chief executives of the company, came out to address the customers in a rare joint press conference. "I want to apologize to all the BlackBerry customers we've let down. Our inability to quickly fix this has been frustrating,” Lazaridis said, while opening the conference.
The company assured its customers that the root cause for the outage has been identified and fixed and efforts are being made to clear the backlogs caused by the outage. Although, the CEOs did try to come forward in a bid to salvage the situation, they drew a lot of flak from critics and analysts, some of them even clamoring for their ouster. One of them was Richard Levick, who owns a crisis management consultancy, who said, "The board clearly needs to take decisive action now - they need to draw a line in the sand.” The crisis comes at a time when BlackBerry is losing ground as the market leader in the smart phone market, with iPhone from Apple snatching its position.