Marketo, specialists in marketing automation software, has apologized to its customers after an embarrassing failure to automatically renew its primary Marketo.com domain, taking it offline and making it inaccessible for clients seeking to log-in to its services for a number of hours.
The oversight affected not only the main domain but also a number of associated Marketo properties, all of which were rendered inaccessible until the issue could be rectified, something Marketo now says is ‘largely resolved’.
Countering a social media furor which understandably erupted when news of the blunder first broke CEO Steve Lucas moved swiftly to apologise, stating: “I want to sincerely apologize to you and on behalf of the entire Marketo team as we take any disruption to your service very seriously.”
Identifying the root cause of the gaffe Lucas went on to say: “We renew thousands of domain name properties we own every year with precision, yet the auto renew process for registering our main domain, Marketo.com, failed. This catalyzed a cascading series of issues, but ultimately human and process error are to blame and again, we take full responsibility.”
In response Lucas has personally ‘addressed’ the company internally and commissioned a detailed review of operating procedures to ensure sufficient ‘fail-safe protocols’ are established to prevent a repeat.
Customers are being warned that despite this action domain name resolution issues can take up to 24 hours to fully resolve in certain cases.