Paul first discovered the problem near the open on Sunday, and immediately contacted our operations department, and our developers (many of which worked through the night with little or no sleep.) Neither Paul nor myself knew what was causing the issue, so we had to wait until our developers found what the problem was in order to find a work-around. It wasn't until early Monday morning that we found out what caused the problem, and that using a 2010 expiration could be used.
Looking back, we should have sent a notification that we recognize their was a problem and we were looking into it. This might have soothed some nerves, but would not have solved any problems. As soon as we knew the solution, we made our first post, sent emails to the OneList communities, and started the ball rolling on email notification to all QCharts users and to put a message on our home page.
We are working on fine-tuning our methods of client notification, and in the process of developing standard operating procedures for emergency situations.
Our current estimate for when the 2010/2000 issue will be cleared up is by Sunday, Jan. 9th. At that point, we should have the historical data merged on all servers, and contracts updating under their correct symbology.
Jay Frank
Financial Data Analyst
Client Services, Quote.com |
