TD Bank shows CIOs anything can happen during a system upgrade

by

Ever wonder what reality looks like when your external IT systems crash? Well here you go. This might be of particular interest to CIOs and business stakeholders who push IT to meet unrealistic deadlines without managing their software risk.

TD Bank's credit and debit card systems went offline for approximately 45 minutes yesterday as the result of a supposed system upgrade. Immediately, Twitter exploded with angry customers.

Some resorted to humor:

CAST-TD-bank-NSA

While others simply laid out the facts:

CAST-TD-bank-facts

TD tried to apologize:

CAST-TD-bank-reply

But it didn't work:

CAST-TD-bank-anger

Some users even took to making fun of TD's tagline:

CAST-TD-bank-tagline

While others tried to be helpful:

CAST-TD-bank-the-situation

We're still unsure of exactly what caused TD's crash (possibly a system update), but one thing is certain -- they're going to have some explaining to do to their customers:

CAST-TD-bank-nothing CAST-TD-bank-ominous CAST-TD-bank-client

CAST-TD-bank-what

Eventually their systems came back online, but the damage was done.

CAST-TD-bank-online

Indeed they do Danielle. But this is what happens when a seemingly routine update goes haywire -- the company, and customers, are left reeling. So if you're on the TD Bank crisis communications team, you can reach out to us here if you need a shoulder to cry on. We're here to help.

Filed in: Industry News
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Lev Lesokhin
Lev Lesokhin EVP, Strategy and Analytics at CAST
Lev spends his time investigating and communicating ways that software analysis and measurement can improve the lives of apps dev professionals. He is always ready to listen to customer feedback and to hear from IT practitioners about their software development and management challenges. Lev helps set market & product strategy for CAST and occasionally writes about his perspective on business technology in this blog and other media.
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