"To our retailer partners that use Dutchie E-Commerce - we let you down on the most important day of the year," says Tim Barash, CEO of Dutchie on LinkedIn. The cannabis sales software experienced a significant outage, impacting their E-Commerce services. "Early indications from our investigation are that the outage was caused by an issue with our database provider."
"Let us be clear, regardless of the root cause, we understand that Dutchie did not deliver for you, your team, and your customers on the biggest day of the year. We know that we need to do better, and we are relentlessly committed to stability now and in the years ahead," Tim says.
While the company is still working on a root cause analysis detailing the factors that led to the outage, they wanted to share early findings. "Despite having multiple layers of resiliency and multiple redundant systems, a series of cascading failures within our database provider resulted in the outage. We do not have any indications that this outage was caused by increased traffic due to 4/20 and, unfortunately, could have occurred under normal usage."
"We know it won't make up for the frustration, but we will be crediting your account with an amount equivalent to our estimate of your lost profits on orders associated with E-Commerce service interruptions on 4/20," Tim says. Dutchie says they will provide details of the calculation, as well as a more detailed technical explanation of what happened in the coming days.
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