Cryptopia - Security, Global Scaling and Support


SeriousFace
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#0

Cryptopia will be going down for scheduled maintenance at the following times:

  • Wednesday 5th July 2017 @ 3am UTC for 45 minutes.
  • Thursday 6th July 2017 @ 3am UTC for 60-120 minutes.
  • Friday 7th July 2017 @ 3am UTC for 60-120 minutes.

 

In the last few months Cryptopia has been experiencing a rapid rate of growth in its user base and trade volume which has gone hand in hand with the growth of the Company operating out of our office in Christchurch, New Zealand. Within the last 8 weeks the number of onsite full time employees has quadrupled and our servers are feeling the strain as they inch closer to reaching capacity.

 

Security:

In addition to the release of the new Cryptopia Two Factor Dongles which will be enabled in Wednesday's release, Cryptopia has also upped its game in relation to being able to mitigate incoming DDoS attacks. Unknown to most users is that Cryptopia has been under near constant DDoS attacks for the last 2 weeks, while noticeable impact was infrequent, this issue still shot to the top of our priorities list to mitigate.

Security is constantly subject to a process of continual improvement and while I'd love to talk about all the new features, systems and toys we're on-boarding to improve our back-end security and DDoS mitigation, you're just going to have to take my word that there is some amazing technology going into keeping all of our user’s information, currencies and trust completely intact.

 

Scaling:

Cryptopia has a proactive approach to the way we're scaling our infrastructure upwards, our view being that it is of the utmost importance that our services remain up and functional while we upgrade important back-end software and infrastructure to ensure that capacity isn't a problem for our users now or in the future.

Previously, Cryptopia has been hosted from a single datacentre located within the USA, this is soon to change. We are in the process of standing up additional web servers and supporting infrastructure in Europe and South East Asia as well to make sure Cryptopia is available and lightning fast to our expanding user base around the globe.

In addition to spreading servers around the world, we're moving to a fully redundant load balancing system that will monitor the capacity and status of our web servers and route your request to the server predicted to give you the quickest response based on a combination of geographic location and current load on each server.

 

Support:

Earlier I mentioned that the full time head count in our office has quadrupled in the last 8 weeks - a little over half of this resource has been going into Support at both tiers 1 and 2. This is to ensure that we have both enough staff to answer and respond to support tickets, and enough staff to support them by actually being able to investigate and resolve tickets that are escalated.

For those more inclined to read numbers, you can see our support statistics here:

Reporting Period: Jun 21 2017  1:50AM to Jul  5 2017  1:50AM UTC (14days):

  • Tickets resolved in less than 3 hours: 68.04%
  • Tickets resolved in 4 to 24 hours: 23.64%
  • Tickets resolved in 25 to 72 hours: 5.78%
  • Tickets resolved in more than 3 days: 1.59%
  • Unresolved tickets waiting less than 3 days: 0.94%
  • Unresolved tickets waiting more than 3 days: 0.00%

 

Reporting Period: May  6 2017  1:49AM to Jul  5 2017  1:49AM UTC (60days):

  • Tickets resolved in less than 3 hours: 65.20%
  • Tickets resolved in 4 to 24 hours: 26.90%
  • Tickets resolved in 25 to 72 hours: 5.47%
  • Tickets resolved in more than 3 days: 2.14%
  • Unresolved tickets waiting less than 3 days: 0.28%
  • Unresolved tickets waiting more than 3 days: 0.00%

 

While I understand that 3 consecutive days of maintenances and downtime can be bothersome, I hope you’ll all share a beer with us from the comfort of your chair as Cryptopia increases our position as industry leader in stability, uptime and customer service.

 



Posted: 7/5/2017 2:31:51 AM Edited: 7/6/2017 12:00:46 AM