Ad Platform Marin Software/SocialMoov Extends Weekend Downtime Into A Week

Ad platform Marin Software, which told its customers last week that it would be down over this past weekend for an infrastructure upgrade, has now extended that downtime through Friday because of an unspecified “required maintenance.”

That’s the picture, according to emails apparently sent by Marin to customers and forwarded to us by an anonymous tipster. It’s not clear why an upgrade would become extended downtime for maintenance. The extended downtime has also been confirmed by Marin in a tweet response:

@SocialMoov Hey guys. I'm getting this when I login to your platform. Is this scheduled? When can we expect it back? pic.twitter.com/6nAae6lpKN

— Nasser Alkhateeb (@NasserOfSearch) January 19, 2016

@NasserOfSearch sorry for the inconvenience! We're having unexpected upgrade issues. Please check your email for important service updates.

— Marin Social (@SocialMoov) January 20, 2016

The San Francisco-based Marin Software offers a cross-channel platform for search, display and social ads. Last year, it bought the France-based SocialMoov, whose technology is now used to power its platform.

Here’s the first email to customers, apparently sent last Thursday:

From: SocialMoov & Marin Software
Date: Thu, Jan 14, 2016 at 12:00 PM
Subject: Important Reminder! New Marin Social Infrastructure Launches Tomorrow
To:

Dear,

As a reminder, the new Marin Social infrastructure will go into effect tomorrow, Friday, January 15th! Upgrades are scheduled to begin at 4pm PST on Friday, January 15th (1am CET Saturday) and will continue until 6pm PST on Sunday, January 17 (3am CET Monday).

During this time, the platform will not be available but your Facebook, Twitter, and Instagram ads will continue to run uninterrupted, and you”ll still be able to make optimizations in the publisher tools directly. It’s important to note that campaign auto-pause, rules, Message Booster, and budget capping will NOT function while the release is occurring, so please monitor your campaigns accordingly.

This is a significant upgrade for our platform and you may experience momentary application slowness while the new infrastructure comes online. As always, our engineering and support teams will be monitoring the platform throughout this period to address any potential issues.

If you have any questions, don’t hesitate to contact your account team or our support team [email protected].

Best regards,

Marin Social Customer Success Team

A subsequent email was sent on the following Tuesday:

From: SocialMoov & Marin Software
Date: Tue, Jan 19, 2016 at 11:59 PM
Subject: Important Update: Marin Social Infrastructure Upgrade Status
To:

Dear,

At this time, our engineering team is continuing to perform required maintenance on the Marin Social platform. We’re working as quickly as possible to restore availability. However, we expect maintenance may extend through Friday, January 22nd at 12am PST (9am CET).

We know you rely on Marin Social to manage key social advertising programs, and we sincerely apologize for any difficulty you’ve experienced due to the extended downtime. To keep you informed, we’ll continue to communicate important platform updates until service is fully restored.

While we work to restore service, we recommend making any campaign adjustments in the publisher tools directly. Once the platform is back online, we’ll work with you to import those changes into Marin Social.

If you have any questions, please contact your account team or email [email protected].

Thank you,
Marin Social Customer Success Team

There is no mention of the extended downtime on the company’s blog or Twitter account.

We reached out to the company’s press officer and support team late yesterday afternoon and again this morning for comments or confirmation but have not heard back.