RIM CIO publically apologises for the recent service outage of the BlackBerry services

Canadian mobile phone maker Research In Motion’s Chief Information Officer has publically issued a statement over the outage of their services, which has resulted in the loss of email, web browsing and BlackBerry messaging.

The letter from Robin Bienfait, Chief Information Officer at RIM can be read in its entirety below, with an update as to what is currently being done and the current state of play.

Service update from RIM CIO

To All BlackBerry Customers:

I want to first apologize for the service interruptions and delays many of you have been experiencing this week. I also wanted to connect with you directly, give you an update on the service issues we are trying to solve, and answer some of the questions and concerns you’ve expressed.

You’ve depended on us for reliable, real-time communications, and right now we’re letting you down. We are taking this very seriously and have people around the world working around the clock to address this situation. We believe we understand why this happened and we are working to restore normal service levels in all markets as quickly as we can.

Here is the current status of service and issues for the various regions that were impacted:

For Europe, Middle East, India and Africa (EMEIA):

- Email systems are operating and we are continuing to clear any backlogged messages.

- Support teams are working to minimize the impact on our customers.

- BBM traffic is online and traffic is passing successfully

- Browsing is temporarily unavailable as the Support teams monitor service stability and continue to assess when this service can be safely brought online

- Support teams have added capacity to help with message delivery between regions and continents

For Canada and Latin America:

- Email systems are operating and we are continuing to clear any backlogged messages.

- Support teams are working to minimize the impact on our customers

- BBM and browsing services are online and traffic is passing successfully (except for three carrier networks in Latin America that are serviced by the EMEIA infrastructure – browsing is temporarily unavailable for those three carrier networks)

- Support teams are investigating reports of BBM delays

For the U.S.:

- Email systems are operating and we are continuing to clear any backlogged messages.

- Support teams are working to minimize the impact on our customers.

- Support teams have added capacity to help with message delivery between regions and continents

- BBM and browsing services are online and traffic is passing successfully

- Support teams are investigating reports of BBM delays

We will provide regular updates on BlackBerry.com, RIM.com and via our social channels. We are doing everything in our power to restore regular service everywhere and to restore your trust in us.

Yours sincerely,

Robin Bienfait

Chief Information Officer, RIM

One Mobile Ring attended Research In Motion’s London Innovation forum on Wednesday, where we published an apology from the UK MD Stephen Bates here and an interview with Anthony Payne Director of Platform Marketing here over the outage.

Originally published at OneMobileRing.com