BI Incorporated Releases Statement on Server Issue
After rapid response, system restored, improved
In response to inquiries from the media, Monica Hook, spokesperson for BI Incorporated, issued the following statement:
“At 7:29 a.m. Mountain Time on Oct. 5, BI Incorporated experienced a problem with one of its offender monitoring servers that caused this server’s automatic notification system to be temporarily disabled, resulting in delayed notifications to customers. The issue was resolved approximately 12 hours later at 7:25 p.m. MT. The issue was confined to the BI TotalAccess Server when its database exceeded its 2.1 billion record threshold. The BI system notified administrators and technical staff of the issue immediately and a team was immediately assembled to diagnose and plan for recovery.
“Importantly, the monitoring system continued to operate and gather information, but transmissions were delayed until the system was restored. Offender activity logged while the server was being worked on was effectively processed at 7:25 p.m. MT when the system was restored. Alerts that may have occurred during this period were transmitted to our customers at that time.
“The BI TotalAccess Server is used for a variety of offender risk classifications, including low-, medium- and high-risk defendants and offenders. It is important to remember that the agencies that contract with BI determine what type of offenders are placed on these systems, which include GPS tracking, alcohol monitoring, and traditional electronic monitoring technologies.
“As BI technical staff diagnosed and planned for recovery, other staff began notifying customers of the issue within five minutes of discovering the problem. Ongoing communication was made with customers throughout this time, including multiple email notifications and phone calls.
“BI's primary concern is public safety. BI is—and has been for 25 years—a quality-driven organization. BI is completely committed to public safety and the trust our customers place in us. The monitoring and systems team responded with speed and professionalism to make sure all impacted customers were aware of the system issues.
“We believe the issue is resolved as we have expanded the database threshold to more than 1 trillion records. In the meantime, we are working with Microsoft to develop a warning system on database thresholds so we can anticipate these issues in the future.”
Len Silverston, a nationally recognized database expert, said the issue that caused the server problem was very unusual and not a reflection of any memory storage problems. “In my 28 years as a database management expert, running out of values in a column in a table is very rare and very difficult to reach,” he said. “To see this coming with what the designers had put in place would be very difficult.”
About BI Incorporated (www.bi.com )
Established in 1978, BI Incorporated is the leading technology, treatment and supervision company in community corrections today. BI contracts with approximately 900 governmental agencies nationwide, supporting them with a full continuum of intensive supervision technologies and community-based cognitive behavioral reentry programs for adult and juvenile offenders. BI’s ISO 9001:2008 certified national monitoring center, owned and operated by BI, provides 24/7 expert support supervision services exclusively for governmental agencies. BI works closely with local public corrections officials to cost effectively reduce recidivism, promote public safety, and strengthen the communities it serves using evidence-based practices in a community setting.