“The performance issue was application related. It had nothing to do with scalability,” Ridd said.
After Xero pushed through an update in the early morning of Monday 27 January its operations and development teams had noticed the impact on application response times and had attempted to resolve it.
“We have been actively working on a fix for the issue since noticing it yesterday and hoped to have it resolved this morning. This afternoon it became apparent that our initial fix had not worked and the issue may be on-going,” Xero wrote on its blog the following day.
Xero posted daily updates until the issue had been resolved on February 2.
Several Twitter users who had noticed the slow down blamed Xero’s high rate of customer acquisition. “Xero more popular but getting quite slow at times. I have loved this application but now getting a bit tired of slow performance,” @Waximayze said.
But Xero’s Ridd was adamant that the company had enough capacity to handle a claimed signup rate of 200 to 300 new business customers every working day. The company had completely overhauled its infrastructure in 2013 to handle the demand, Ridd added.
“We are confident in the scalability but it’s one of those things – from time to time there are random issues. This particular one has taken a few days to get it sorted. But is Xero running out of room? Absolutely not,” Ridd said.
“The truth is that we are totally transparent when things slow down and our track record has been very good. We’re talking five nines (99.999 percent uptime, a measurement of reliability) for the past 12 months, which is less than two hours downtime over 12 months,” he said.
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