Xero’s chief executive, Sukhinder Singh Cassidy, sent an apology email late Monday after customers in several countries were hit by multi-day service disruptions.
“I want to reach out to you personally, and on behalf of the entire Xero leadership team, to sincerely apologise for the disruptions you have experienced on our platform over the last five days. I know it has been incredibly frustrating for many of you and not the experience we strive for at Xero,” Cassidy said in a statement.
“Some of this has been on our side and some due to our third-party platforms that we rely on. Either way, for all of you that have deadlines to meet and the pressure of hitting those deadlines, where you rely on Xero to help you get your work done, this is unacceptable.”
Investigations confirm Xero users in New Zealand, Australia, and the UK faced service disruptions, while online forums indicate potential lingering issues in the UK.
“The trust you place in Xero to run your business is something we do not take for granted.”
“We are working hard right now on determining the root cause of these issues and, most importantly, what we must do to avoid this in the future.”
Xero confirms that all systems are now fully restored after some customers encountered access errors, with engineering teams continuing close monitoring.
The company directs users to its regularly updated status page for the latest details and has apologised for the inconvenience caused.