A letter from the CEO

Brad Smith, Intuit CEO

To our customers,

I deeply apologize for the pain we have caused those of you affected by this week’s outage. We hold ourselves to the highest standards in dependability and customer service, and over the past two days, we have failed to live up to those expectations.

My leaders and I have spoken to a number of you and there is simply no excuse for having such a negative impact on you.

It is our priority to work with those of you who are affected and, where we can, make things right. We have all-hands on deck to help you resolve the issues caused by this outage. I want to share with you what we know at this time about what happened.

The disruption occurred during a routine maintenance procedure.  An accidental but severe power failure during that procedure affected our primary and backup systems, taking a number of Intuit’s websites and services offline.

We worked to restore our sites and services as quickly as possible while bringing services back in the safest, most reliable way. We understand your frustration and are sorry it took so long. We understand the important role our services play in your business and life. And we take that responsibility very seriously.

I also want to share that we have no evidence of a security breach or attack on our servers. And at this time, we do not believe there was any damage or loss to customer data.

At this stage, we have teams monitoring the performance of applications and further investigating the cause of the problem so that we can learn from this outage and prevent it from happening again.

I want to thank you for your business and your patience. We will work our hardest to earn back your trust.

Thank you,


President & CEO

Intuit, Inc.






One response to “A letter from the CEO”

  1. malcolm davis Avatar
    malcolm davis

    Insane but not surprising. A few years ago, I read QB Online Quality of Service (QoS) and uptime numbers. QB Online only had 90% uptime the first year the product was available.
    The odd thing is that is impacting us as we develop IPP software. We have gotten an earful from our IPP beta people asking if Intuit is really ready?
    Some have asked “where is site redundancy?”
    It might be smart for Intuit to make a deal with someone like Amazon, and forget all this craziness.

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