Replies to This Discussion

Permalink Reply by Andy Thornton on August 27, 2009 at 5:41pm

Hi Adrian,
No, it's not just you. I had a bit of catching up to do today - downloaded my bank statements and began the reconcilliation. The first "match" seemed to take forever then performance picked up a little after that. I would imagine that our friends at Xero need to keep a close eye on their servers performance as the user base grows. Remember we are not quite at month end and I would imagine usage increases on key dates. Do Xero publish a service level agreement (SLA) as part of their T&Cs? I'll have a rumage around to see what response times are guaranteed if any. Then ask the question "If not, why not?".
Andy.

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Permalink Reply by Andy Thornton on August 27, 2009 at 5:59pm

Yup! As I thought, there is no guarantee of performance. In fact clause 6 - Warranties & Acknowledgements declares "The provision of, access to, and use of, the Software is on an "as is, where is" basis and at your own risk". Not necessarily the IT industry's ideal contemporary approach to offering customer service perhaps?
I know that as application software offers more features there is a performance cost - just look at Intuit's Quickbooks version 2006 and version 2008 which runs much slower and the data files are massive too!

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Permalink Reply by Adrian Pearson on August 28, 2009 at 10:32am

Yes, we moved away from QuickBooks after they really lost the plot with the 2008 version. I suspect that the guys at Xero have noticed the decline in operational performance themselves and that is what prompted the move to increase server capacity this weekend. I have asked Xero Support to comment on this and will let you know what they say. Xero have been the good guys so far, so I expect they are doing the right thing as week speak. Soon find out!

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Permalink Reply by Adrian Pearson on August 31, 2009 at 9:30am

I have had a response from Xero support which says "At peak times we are currently experiencing very high levels of usage on the system following significant customer growth over the past few months. The upgrade to the hosting servers in the weekend will provide improved performance and greater capacity to cater for peak usage levels. Our apologies for any inconvenience this is causing. Speed and performance are our top priority". I also note from the Xero Official Blog that the server upgrade over the weekend was successful. Let's hope this does the trick then.

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Permalink Reply by Martin Gatehouse on September 1, 2009 at 5:56pm

Anybody reporting an improvement in performance after the weekend server upgrade?

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Permalink Reply by Adrian Pearson on September 3, 2009 at 8:39am

Hi Martin, I have a lot of work to do on Xero today, so will report back later on how I find the speed.

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Permalink Reply by Catherine (Xero) on September 6, 2009 at 9:47pm

Hi Adrian,

Would be interested in any feedback you have on this since the release last week.

Thanks.
Catherine (Xero)

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Permalink Reply by Adrian Pearson on September 7, 2009 at 4:19pm

Hi Catherine and Martin. I have used Xero extensively since the server upgrade and have found performance to be back to its best. Good to see that a potential problem has been fixed before it became a real issue. Hopefully, there are more servers in the cupboard when needed!

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Permalink Reply by Adrian Pearson on September 11, 2009 at 3:20pm

Oh dear, Xero has been a pain to work with since lunch-time (UK) today, very slow intermittently. Maybe the server upgrade was not the magic bullet?

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Permalink Reply by Adrian Pearson on September 16, 2009 at 8:26am

UPDATE: The problem was a known one, Xero Support advised me: "Since the most recent Xero release last week a small number of customers have been affected by some changes to the bank reconciliation functionality. Our Product Team have identified the cause of the problem and are working with urgency to correct this and expect to release a fix within the next 48 hours". I have today had an email advising me that the problem has been fixed.

It is true, as I have been able to test, that the slow performance I was experiencing only affected certain businesses and then only with regard to bank reconciliation. Hopefully we are now back to smooth running.

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Permalink Reply by gsgordon on September 13, 2009 at 10:46pm

As we are evaluating Xero, and are impressed (apart from lack of flat rate VAT!), I was very interested in this thread.

Xero was also very slow for me during the week, but very fast this evening - Sunday so not surprising?

It would help me a great deal if Adrian/Martin/Andy blogged again on the performance issue.

It 's good to know Catherine is looking at this forum! However, if performance remains an issue, it might be worth reporting directly to the Xero team on Twitter - at https://twitter.com/TeamXero

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Permalink Reply by Catherine (Xero) on September 13, 2009 at 11:01pm

Yes I am looking, well kind of 'lurking' - it's a great initiative to have a forum of Xero users so it's good to see you all talking and not Xero butting in at every comment! But you're right - if you have official complaints/issues/suggestions, firing them through to support@xero.com or the @TeamXero account (that's me too!) is the best way of getting them logged and tracked. Keep the feedback coming - we're here :)

Catherine

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