Hi everyone,
MoodleCloud are currently experiencing staggering new demand (more than 20,000 new schools and businesses in the last 10 days), and I wanted to share the impacts of this increased demand, and a few things that we're doing in MoodleCloud to respond to this.
1. Infrastructure Uptime - We have succeeded in keeping all services up during this period by staying one step ahead of the hard bottlenecks that would have otherwise caused outages at specific threshholds of users/sites. This has been our focus (to the exclusion of all else) over the last 10 days.
2. Infrastructure Performance - We have not succeeded in maintaining fast page load times during this period (as this has been secondary to #1 above). We are now at the final stages of testing and expect to add capacity for more sites and concurrent users in the EU and US regions today and tomorrow.
We expect these upcoming changes to substantially improve performance to usual page load times, but until then, users in EU and US regions will see slower page load times during their local business hours peak times.
3. Customer Support - We have not succeeded in maintaining our usual ticket respond/resolve times during this period. We have added support staff to the MoodleCloud team and are training them as we speak to assist with bringing down support ticket respond/resolve times.
I understand this experience is challenging for you at a time when you need Moodle most, and for that I would like to apologise. Please know that the MoodleCloud team are doing everything we can right now to get back to providing a great service to you, and to the 20,000+ new schools and businesses that have signed up to MoodleCloud in the last 10 days alone.
Hit me up below if you have any questions or concerns, I'd love to hear them.
Cheers
Lee Goldsworthy
Product Manager - MoodleCloud