Marketo customers shut out after vendor fails to renew Web domain

CEO apologises for domain name issue that saw global customers shut out of the vendor's core marketing application


Marketo’s CEO, Steve Lucas, has issued an apology to the vendor’s global customers after they were shut out of Marketo’s core application due to a failure to renew its main domain name registration.

A spokesperson for the company confirmed that on the morning on 25 July PST, Marketo Web domains experienced access issues with the vendor’s DNS that affected all Marketo instances. This issue prevented customers from logging into its core application and impacted thousands of websites running Marketo for their marketing capabilities globally.  

The outage stemmed from an oversight to auto renew the vendor’s domain name registration for its main URL, Marketo.com. This led to a series of issues which Lucas attributed to a combination of human and process error. The company owns thousands of domain name properties.

The spokesperson told CMO the issue did not affect product performance and that staff acted immediately to remediate the problem. However, because of the nature of domain name resolution issues, Marketo warned global customers it could take up to 24 hours for the problem to propagate and be rectified.  

“While the propagation of the Marketo domain started early on the morning of July 25, completion will vary depending upon local propagation settings,” the spokesperson told CMO. “We expect most customers to have access to the Marketo.com domains shortly.”

In his email to customers, Lucas said the vendor’s core application continued to operate in the background throughout the problem, and assured customers that data was never at risk during the outage.

“While our global support team in Ireland was working with our DNS registrar in the very early morning hours, members of our customer and partner community helped pinpoint specific issues that aided us significantly,” he stated. “While this does not absolve market of responsibility for this serious situation, I would like to thank the individuals who assisted us.”

Lucas has now commissioned a detail review of internal operating procedures on a number of fronts to ensure Marketo has fail-safe protocols in every area of the business.

“Additionally, I’ve addressed the company internally and while the issue with the registration is largely resolved, I have nonetheless emphasised the gravity of what occurred and extended a call to action for more precision in our operation,” he said.

“I want to be completely transparent with you [as customers] on what happened and assure you that it won’t happen again.”

Digital threat management provider, RiskIQ, was quick to point out discovery of the issue after its RiskIQ Community portal became extremely slow to load and launched a workaround to solve the problem.

In a blog post, RiskIQ said the avoidable issue is one that happens all too often to organisations. According to RiskIQ data, there are at least 18,000 websites around the world running Marketo behind their websites.

“What causes a domain with a registration history of several years to all of a sudden lapse into renewal? Simple: A lack of digital footprint management,” RiskIQ stated. “In this case, the primary company domain failed to renew by the staff and was simply transferred to a holding location until it was bought back.

“Fortunately for Marketo, it appears they recognised their mistake, but what would have happened if their domain was registered by a malicious actor? What if all the websites using market began delivering malware?”  

Setting the domain to auto-renewal is one way to know infrastructure is safe, but beyond that, RiskIQ recommended having a solid understanding of externally facing digital assets.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu

 

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Will our manners go the same way as texting when robotic servants take over?

Much of the talk in the industry is focused on the limited amount of time that screens have left in our lives.

Katja Forbes

Founder and chief, sfyte

Social purpose: Oxygen for your brand health vitals

If trust is the new currency, then we’re in deep trouble. Here's why.

Carolyn Butler-Madden

Founder and CEO, Sunday Lunch

Customer experience disruption: Healthcare faces a bitter pill

Over the past decade, disruptors such as Amazon, Apple and Australia’s Atlassian have delivered technology enhanced customer experiences, which for the most part, have improved customers’ lives and delivered unparalleled growth. Can they do the same for healthcare?

Alex Allwood

Principal, All Work Together

Does Magento have any progressive web apps?

libertylady

​Adobe aims to compete with the big guns in digital commerce

Read more

According to the executive manager for commercial and marketing within the Events Melbourne team, Lucan Creamer, the City’s vision for th...

Armstrongsmith

Melbourne Fashion Week: Using digital and insight to drive engagement and attendance

Read more

The key difference is designers no longer have to spend all their time translating their ideas into digital models, which is the grunt wo...

Armstrongsmith

What automated design is going to do to 3D printing and product customisation

Read more

The four financial-oriented metrics employed are return on marketing investment; revenue per customer; marketing expenditure versus budge...

Armstrongsmith

Report: Accountability key to marketing's influence in business

Read more

When you cooperate with leading brands you have the upper hand. For example, I have been using help of the Best Reviewer for long now and...

Birdie Wyatt

CMO interview: How BBC Worldwide's marketing lead builds brand purpose and growth

Read more

Latest Podcast

More podcasts

Sign in