18march2017.txt

Hello,

In recent weeks, many of our customers have noticed instability, degraded performance, and increased rendering errors from imgix due to a series of ongoing issues. This by itself is unacceptable, and we have been working tirelessly to address it.

However, in the struggle to fix things, we have also failed in our duty to communicate with our customers. I have received complaints that imgix has not been transparent enough about the scope of the issues and when they will be resolved. As CEO, I take full responsibility for this. That is not the kind of company I want imgix to be. You deserve to know when there are issues that could negatively affect you. You deserve to know what we are doing to make it right.

In the spirit of transparency, I have published a blog post about the recent challenges. In this post, I document exactly what is happening, explain why it is happening, and lay out what we are doing to fix it so that it does not happen again. I invite you to read the post, and to contact me or your account manager with any questions or comments.

I know that we let you down this time. All I can do is offer my sincere apologies, and my promise that our team is working hard to have these issues resolved soon. You deserve better from us. We will do better for you.

Sincerely,
Chris Zacharias
CEO, imgix