Letter from Head Office: System Downtime

I have to confess, in spite of all our efforts the new year didn't start off perfectly. At Soccermom we believe that honesty is the best policy, and in the spirit of transparency, I want to firstly apologize for the service interruption on the app as experienced since late yesterday, and shed some light on the situation.

Our server was scheduled for an upgrade on Wednesday afternoon, to increase the loading speed and reaction time on your app. What was supposed to be a 10-minute interruption, unfortunately resulted in unplanned re-submission and approval of the driver and family apps in both app stores (iOS and Android), causing the downtime of the last 24hours. During this downtime, scheduling and logging functionality among others were disabled.

What is the current status?

Apps have been submitted to both app stores and the new version is available for download. After installing the newest release, you should be able to login and continue as usual.

Here's what we're doing to resolve any issues as a result of the downtime:

  • we're attending to all the support queries logged via www.soccermom.co.za/support and will give feedback in the next 24 hours,

  • contacting all drivers with rides scheduled for tomorrow personally to be sure your app is working correctly,

  • reviewing all transactions of the past 2 days to confirm the correct charges were applied to both clients and drivers.

What we've learned to avoid the same issues in the future:

​We've learned (or were in fact reminded) to expect the unexpected, and to plan better in the future to limit the impact. Where possible we will schedule system upgrades either over weekends or between 9pm and 5am on weekdays, with sufficient notice to everyone affected.

We're sorry for the inconvenience the downtime may have caused. We hope the upgrade will improve your experience on the app, and look forward to your feedback. Feel free to let us know of any issues via www.soccermom.co.za/support and we'll respond within 3 - 5 working days.

Thank you for your patience and ongoing support! We value your feedback and have many exciting improvements planned to better your experience.

Kind regards,

Evette Barnard

Owner, Soccermom SA

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