TableTracker down AGAIN after Pokerstars Update

[M3Mike]

Pokerstars did another quick update this morning (this time, down for 5 minutes).

Upon return, TableTracker has resorted back to it's "There were no tables that met your criteria." error message.

Once again, we're left without a service that we're paying a fee for. Please address the issue ASAP and perhaps, before you go ahead and start charging customers for a SUBSCRIPTION service, get proper Service Level Agreements in place to keep the service running.

[WhiteRider]

I've marked this for the management's attention.

[M3Mike]

Does "the management" have SLA's in place to respond to critical errors such as this? Does "the management" understand what is required to run a subscription business?

Should perhaps "the management" either staff up to support subscription or, if they can't do so, perhaps they should consider not making TT a subscription product but rather a fixed fee product?

I may be sounding like a jerk, but I'm getting the impression the idea for TT was "hey, this could be a cash cow" without thinking about what's required to run a subscription service. I work in the online services subscription industry, and this type of interruption/frequency is just not acceptable.

I'd love it if "the management" could actually chime in here with their plans for SLA's, support, uptime expectations and subscriber compensation for downtime.

[WhiteRider]

As I understand it the servers are monitored 24h but I don't know the details of this. I can only imagine that pokerstars must have changed something that temporarily prevents TableTracker from working. I'm sure it will be fixed as soon as possible.

[M3Mike]

The problem still exists... while it's listing some of the pstars tables, not all. Please provide an ETA on a fix. I've tried support in the past and the response was more than 24 hours later - that doesn't work for software services. Can we get confirmation that this is being worked on as we speak?

And - for clarification - I was suggesting it be real-time monitored/supported, not having a ping/uptime service for a server. If the server goes down, sure someone gets notified but clearly outages such as this are not being dealt with appropriately.

[SQQTED]

I have found TableTracker very glitchy from the beginning. I would only consider paying a small subscription amount for this if it worked flawlessly. One bug is that it only opens tables sometimes. The rates suggested are way too pricey, especially since the application still feels like its in BETA.

[WhiteRider]

I'm really sorry - I don't have any more information. As I said above (although obviously not clearly enough), I'm told that the Table Tracker servers are human-monitored 24/7.

[APerfect10]

Hello,

We are aware of the issue. Updates to a poker client means that we need to modify our software. PokerStars is the most complicated site to integrate into therefore a fix will take a little longer than other sites. Our developers are working on a fix and will continue working through the night until the TT service has been restored.

Any subscribers who have tried to use TT today on PokerStars, please contact us via this link once service is working again and we will extend your subscription equivalent to the down time.

I apologize for the delay and inconvenience.

Best regards,

Derek