Firstly we would like to apologise for the outage we experienced on 18th November. We understand how ChurchSuite and CharitySuite are important to the day-to-day operations of many of our customers. We strive to run a reliable service and the outage experienced does not reflect this.
The primary cause of this incident was a global outage of Cloudflare, one of our third party suppliers. We use Cloudflare to provide a variety of security, bot protection, performance and routing services. What this means is that all traffic to and from the Service is routed via Cloudflare's network.
At 11:20 on Tuesday morning Cloudflare's network started returning errors with the status code of 500. Due to the way we use Cloudflare we were unable to reroute traffic to avoid their network. As such we were at the mercy of Cloudflare resolving the issue. By 13:00 we saw service had resumed for the majority of customers and by 14:30 the issue had been resolved for all.
We are running an internal review on our ability to respond to issues of this kind, and Cloudflare have published their own incident report which you can find here.
Again we are sorry for the inconvenience that this may have caused and we will continue to work to improve the reliability and availability of both ChurchSuite and CharitySuite.
If you are continuing to experience any issues connecting to the Service please don't hesitate to get in touch with us at support@churchsuite.com
Aled Parry
Lead Infrastructure & Security Engineer
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