A Message about Service Interruptions from CEO, Chris Caren
I am writing to address the recent interruptions in service you have experienced when using Turnitin’s products. I appreciate you taking the time to contact our Sales, Customer Success, and Support teams about the issues that you have been encountering. They have been surfacing your frustrations and concerns to me directly. I want to let you know that I hear you, and I am actively working with my leadership team to improve your experience with Turnitin.
I want to personally provide an explanation and update around the intermittent outages. As a company dedicated to providing cutting-edge solutions to support academic integrity, we have invested in steadily releasing improvements to our services and ensuring compliance with the latest data security regulations. In the long term, these changes optimize the experience of using Turnitin. However, in the short term, we have observed that a high rate of change has caused unexpected interruptions in service.
I recognize that this is unacceptable, and I want to apologize if, for even a moment, our service did not exceed your expectations. Our technology organization is taking the following steps to ensure that everyone at your institution has a reliable and positive experience using our services:
During this peak grading season, we have stringently limited updates to our offerings. Our top priority is a reliable user experience.
We have convened a Task Force to:
Analyze the recent interruptions and map the specific features and functions that have been unavailable to our customers at these times.
Review the policies and procedures around the detail and amount of information we provide around service interruptions.
Update our change management procedures to ensure optimal alignment with academic calendars and our customers’ needs.
We are committed to providing more transparent incident reviews and root-cause analysis, including a new and improved Turnitin Status page. This means that educators and students will have a more rigorous understanding of what features and functionality were affected by an interruption.
Thank you for your continued support of Turnitin. We value being your trusted partner in creating cultures of academic integrity at your institutions, and we look forward to our continued partnership. Please let me know if you have any additional questions or if there is anything else the Turnitin team can do to better serve you.