September 21, 2015

To the Nest community,

As the head of engineering at Nest, it’s my job to make sure all our customers have the best experience possible with our products. That’s what gets me out of bed every morning. And that’s why, when something goes wrong, I want to let you know what happened, and what we’re doing to fix it.

For many of you, the primary way you interact with your Nest products is through the Nest app. You change the temperature on your Nest Thermostat. You get alerts from Nest Protect. You check in on Nest Cam.

That’s why, when the service that connects your Nest products to the app goes down - like it has over the past month - it’s a big deal. We know you rely on us, and we want to make sure our products are reliable.

I want to start by personally apologizing for any inconvenience or worry caused by our recent service outages. An outage can be triggered in many ways. Sometimes, an internal bug brings the service down. Sometimes, it’s a widespread problem affecting big chunks of the Internet. But no matter what the cause, we take it seriously.

It’s also up to us to continue to improve. And we’re doing that in a couple ways:

First, our engineering team has taken big strides over the past four years in making our service more reliable. But we’re not satisfied, so here’s what we’re doing.

  • We’re taking steps to make sure that an issue with one product doesn’t affect every other product. For example, if there was an issue with your Nest Thermostat, we’d want you to still be able to access your Nest Protect or Nest Cam.
  • We’re also working with our service partners to make sure they’re doing everything they can to prevent outages.

Second, if an outage does happen, we’re going to do a better job letting you know when our service goes down and what we’re doing about it. We’ll post more real-time updates on nest.com/support as well as on our Nest Support Twitter account ( @nestsupport).

At Nest, we work hard to earn your trust, and we will continue to work hard to deliver the best Nest experience possible.

Thank you for your continued support,

Matt Rogers

Vice President of Engineering

Nest Labs