StorM - Downloads are not being provided in original quality – Incident details

We have mitigated the ongoing issue by changing some configuration with our current provider. Meaning that content from now should be delivered in the quality you expect for the "original" content types.

While the initial issue has been resolved, there are some consequences that we will continue to address;

1) Determine a point in time that we believe the issue came about (Work in progress)

2) Based on the point in time, attempt to re-deliver content to other systems that are affected during this period of time

3) Continue talks on alternative options from our current provider

4) Identify ways in which we can monitor that original files are being delivered by the provider in original formats as expected

If there are any questions or continued support required relating to this, then you're welcome to use the "StorM" Team in Microsoft Teams to discuss. Otherwise please reach out to support via https://storm.bestseller.com/support.

We still have not received any further updates relating to an ETA or fix relating to the ongoing issue at our current provider.

Due to the length of time this unresolved issue has now taken, we have began to have talks with another provider which will continue early next week. Our initial testing indicates that this new provider could meet some of the specific requirements that StorM needs. As such, we're hopeful that our talks next week will end well.

We reached out for another update, in which we received:

"The issue with the edge rule is currently being reviewed and addressed by our dedicated team. Rest assured, we will update you with any new developments directly through this ticket."

We'll continue to request for updates. Meanwhile we're considering alternative platforms going forward, as this level of service/communication is unacceptable.

A response was received from our provider:

"Apologies for the inconvenience. I understand the importance of your request however, we unfortunately do not have an update at the moment from our development team yet. While we do not have an ETA when this will be resolved, we'll notify you as soon as possible when we have more information to share."

We'll continue to try escalate the problem where we can.

We have not received any further communication from our provider. As such, we have reached out again for an update.

We reached out again to our provider, as we have had no update regarding any news/updates from the developers there. We received the following update:

"I am afraid that we currently do not have a solution for this and our development team is still working on a fix. We will make sure to let you know as soon as possible."

We have received a not so great response still, lacking any further information:

"Unfortunately we'd not be sure of an exact timeframe, my apologies about that. I will however chase this with our developers for you."

We'll wait for any further update in relation an update from their developers.

We have reached out to the provider for another update.

A response to asking for an ETA was just received, as quoted:

"Unfortunately, we still don't have an ETA when this will be resolved. Apologies for that."

We'll continue to wait for any further updates today, or otherwise reach out directly again tomorrow.

If you need to download content from StorM, then we'd advise you to download via the Basket. The Basket downloading does not rely on this 3rd party provider, and as such delivers files to you in the original upload quality.

We have reached out to the 3rd party provider for an update on the situation.