How Agencies Are Reacting to Unexpected Software Outages

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January 14, 2022

How Agencies Are Reacting to Unexpected Software Outages

When the software you depend on to operate – and in our industry, to protect your community – experiences an outage or unexpected downtime, the internal and external disruption can be catastrophic. We’ve seen this time and time again, most recently with the Log4J security vulnerability incident that left multiple public safety services with the inability to staff their services and schedule their personnel.

When the interruption occurs, agencies are left scrambling to find a quick, efficient, and effective solution in real time. Some choose to develop time-of-response ad-hoc methods to ‘keep the lights on’ – doing anything they can to replace their much-needed functionality as soon as possible, even if it’s not the best solution. This can be something as rudimentary as an Excel spreadsheet replacing a robust scheduling platform, or even a paper-based personnel system. These archaic actions, while solving the problem at the base level, are more of a temporary fix and less of a long-term solution to a fundamental part of an agency’s operation.

Others choose to ‘wait it out’ – pausing the activities that the impacted technology performs to see if a solution to their chosen solution will come quickly. In our fast-moving space, where every minute counts, that’s simply not an option. In the Log4J example, a security vulnerability doesn’t stop the staffing needs at a firehouse…too much is at stake for command staff opting to choose the ‘wait and see’ approach.

When an incident like this occurs, agencies should be using the unfortunate downtime as a wakeup call to find a new software vendor –someone with best-in-class security, performance, customer service, and up time results. When sourcing a new solution, organizations should consider:

  • Company culture: The new vendor should be proactive in reaching out to inform affected parties of a solution and transparent about the root cause of the issue and how they’ll ensure that it won’t happen again. Customers should be your vendor’s top priority, taking care of the fire departments that take care of us.
  • Security and Redundancy: Your new solution must be secure, and cloud-first, capable of modern performance scalability, sophisticated encryption, multi-factor authentication, single sign on, and database replication and redundancy. It should be able to respond well to physical and virtual disasters and have top-notch security policies to handle any threat.
  • Speed of Recovery: You’ll need a nimble and flexible vendor, experienced in returning agencies to full operation quickly…in hours or days, not weeks or months.
  • Future-forward technology: Don’t just think about the solution you need today – think about the solution you might need in a year, or even in a decade. Scalable capability is key – search for a solution that truly fills your need and can grow with your operation in perpetuity.

Downtime and disasters are disruptive, time-consuming, and cancause long-lasting ramifications to your operations. If you find yourself in this unfortunate situation, don’t settle for just ‘patching the hole’ for aquick solution – use it as an opportunity to find your ideal long-term full-suite vendor so you can ensure every corner of your operations are ready for action.To see if your new vendor makes the cut, you can use First Due’s 2022 Software Transition checklist here.

When the software you depend on to operate – and in our industry, to protect your community – experiences an outage or unexpected downtime, the internal and external disruption can be catastrophic. We’ve seen this time and time again, most recently with the Log4J security vulnerability incident that left multiple public safety services with the inability to staff their services and schedule their personnel.

When the interruption occurs, agencies are left scrambling to find a quick, efficient, and effective solution in real time. Some choose to develop time-of-response ad-hoc methods to ‘keep the lights on’ – doing anything they can to replace their much-needed functionality as soon as possible, even if it’s not the best solution. This can be something as rudimentary as an Excel spreadsheet replacing a robust scheduling platform, or even a paper-based personnel system. These archaic actions, while solving the problem at the base level, are more of a temporary fix and less of a long-term solution to a fundamental part of an agency’s operation.

Others choose to ‘wait it out’ – pausing the activities that the impacted technology performs to see if a solution to their chosen solution will come quickly. In our fast-moving space, where every minute counts, that’s simply not an option. In the Log4J example, a security vulnerability doesn’t stop the staffing needs at a firehouse…too much is at stake for command staff opting to choose the ‘wait and see’ approach.

When an incident like this occurs, agencies should be using the unfortunate downtime as a wakeup call to find a new software vendor –someone with best-in-class security, performance, customer service, and up time results. When sourcing a new solution, organizations should consider:

  • Company culture: The new vendor should be proactive in reaching out to inform affected parties of a solution and transparent about the root cause of the issue and how they’ll ensure that it won’t happen again. Customers should be your vendor’s top priority, taking care of the fire departments that take care of us.
  • Security and Redundancy: Your new solution must be secure, and cloud-first, capable of modern performance scalability, sophisticated encryption, multi-factor authentication, single sign on, and database replication and redundancy. It should be able to respond well to physical and virtual disasters and have top-notch security policies to handle any threat.
  • Speed of Recovery: You’ll need a nimble and flexible vendor, experienced in returning agencies to full operation quickly…in hours or days, not weeks or months.
  • Future-forward technology: Don’t just think about the solution you need today – think about the solution you might need in a year, or even in a decade. Scalable capability is key – search for a solution that truly fills your need and can grow with your operation in perpetuity.

Downtime and disasters are disruptive, time-consuming, and cancause long-lasting ramifications to your operations. If you find yourself in this unfortunate situation, don’t settle for just ‘patching the hole’ for aquick solution – use it as an opportunity to find your ideal long-term full-suite vendor so you can ensure every corner of your operations are ready for action.To see if your new vendor makes the cut, you can use First Due’s 2022 Software Transition checklist here.

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How Agencies Are Reacting to Unexpected Software Outages

When the software you depend on to operate – and in our industry, to protect your community – experiences an outage or unexpected downtime, the internal and external disruption can be catastrophic. We’ve seen this time and time again, most recently with the Log4J security vulnerability incident that left multiple public safety services with the inability to staff their services and schedule their personnel.

When the interruption occurs, agencies are left scrambling to find a quick, efficient, and effective solution in real time. Some choose to develop time-of-response ad-hoc methods to ‘keep the lights on’ – doing anything they can to replace their much-needed functionality as soon as possible, even if it’s not the best solution. This can be something as rudimentary as an Excel spreadsheet replacing a robust scheduling platform, or even a paper-based personnel system. These archaic actions, while solving the problem at the base level, are more of a temporary fix and less of a long-term solution to a fundamental part of an agency’s operation.

Others choose to ‘wait it out’ – pausing the activities that the impacted technology performs to see if a solution to their chosen solution will come quickly. In our fast-moving space, where every minute counts, that’s simply not an option. In the Log4J example, a security vulnerability doesn’t stop the staffing needs at a firehouse…too much is at stake for command staff opting to choose the ‘wait and see’ approach.

When an incident like this occurs, agencies should be using the unfortunate downtime as a wakeup call to find a new software vendor –someone with best-in-class security, performance, customer service, and up time results. When sourcing a new solution, organizations should consider:

  • Company culture: The new vendor should be proactive in reaching out to inform affected parties of a solution and transparent about the root cause of the issue and how they’ll ensure that it won’t happen again. Customers should be your vendor’s top priority, taking care of the fire departments that take care of us.
  • Security and Redundancy: Your new solution must be secure, and cloud-first, capable of modern performance scalability, sophisticated encryption, multi-factor authentication, single sign on, and database replication and redundancy. It should be able to respond well to physical and virtual disasters and have top-notch security policies to handle any threat.
  • Speed of Recovery: You’ll need a nimble and flexible vendor, experienced in returning agencies to full operation quickly…in hours or days, not weeks or months.
  • Future-forward technology: Don’t just think about the solution you need today – think about the solution you might need in a year, or even in a decade. Scalable capability is key – search for a solution that truly fills your need and can grow with your operation in perpetuity.

Downtime and disasters are disruptive, time-consuming, and cancause long-lasting ramifications to your operations. If you find yourself in this unfortunate situation, don’t settle for just ‘patching the hole’ for aquick solution – use it as an opportunity to find your ideal long-term full-suite vendor so you can ensure every corner of your operations are ready for action.To see if your new vendor makes the cut, you can use First Due’s 2022 Software Transition checklist here.

When the software you depend on to operate – and in our industry, to protect your community – experiences an outage or unexpected downtime, the internal and external disruption can be catastrophic. We’ve seen this time and time again, most recently with the Log4J security vulnerability incident that left multiple public safety services with the inability to staff their services and schedule their personnel.

When the interruption occurs, agencies are left scrambling to find a quick, efficient, and effective solution in real time. Some choose to develop time-of-response ad-hoc methods to ‘keep the lights on’ – doing anything they can to replace their much-needed functionality as soon as possible, even if it’s not the best solution. This can be something as rudimentary as an Excel spreadsheet replacing a robust scheduling platform, or even a paper-based personnel system. These archaic actions, while solving the problem at the base level, are more of a temporary fix and less of a long-term solution to a fundamental part of an agency’s operation.

Others choose to ‘wait it out’ – pausing the activities that the impacted technology performs to see if a solution to their chosen solution will come quickly. In our fast-moving space, where every minute counts, that’s simply not an option. In the Log4J example, a security vulnerability doesn’t stop the staffing needs at a firehouse…too much is at stake for command staff opting to choose the ‘wait and see’ approach.

When an incident like this occurs, agencies should be using the unfortunate downtime as a wakeup call to find a new software vendor –someone with best-in-class security, performance, customer service, and up time results. When sourcing a new solution, organizations should consider:

  • Company culture: The new vendor should be proactive in reaching out to inform affected parties of a solution and transparent about the root cause of the issue and how they’ll ensure that it won’t happen again. Customers should be your vendor’s top priority, taking care of the fire departments that take care of us.
  • Security and Redundancy: Your new solution must be secure, and cloud-first, capable of modern performance scalability, sophisticated encryption, multi-factor authentication, single sign on, and database replication and redundancy. It should be able to respond well to physical and virtual disasters and have top-notch security policies to handle any threat.
  • Speed of Recovery: You’ll need a nimble and flexible vendor, experienced in returning agencies to full operation quickly…in hours or days, not weeks or months.
  • Future-forward technology: Don’t just think about the solution you need today – think about the solution you might need in a year, or even in a decade. Scalable capability is key – search for a solution that truly fills your need and can grow with your operation in perpetuity.

Downtime and disasters are disruptive, time-consuming, and cancause long-lasting ramifications to your operations. If you find yourself in this unfortunate situation, don’t settle for just ‘patching the hole’ for aquick solution – use it as an opportunity to find your ideal long-term full-suite vendor so you can ensure every corner of your operations are ready for action.To see if your new vendor makes the cut, you can use First Due’s 2022 Software Transition checklist here.

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