Dear Jeffrey,

I want to start by sincerely apologizing for the voice call delivery issues some of you experienced between Friday and Monday. We know that when schools use ParentSquare for urgent and time-sensitive communications, minutes matter, and delays are unacceptable.

Over the past week, schools sent over 400 million notifications through ParentSquare, including more than 130 million notifications on Sunday and Monday alone, driven by widespread winter weather. In the vast majority of cases, our systems performed as expected under extreme volume, and email and text delivery continued to operate reliably.

However, during peak weather events late last week and over the weekend, voice call delivery was impacted. Some calls were delayed, and in a limited number of cases, calls were not successfully completed due to downstream carrier constraints. We recognize that delayed delivery undermines trust and can create real hardship for families and school leaders.

Knowing severe weather was coming, we preemptively increased voice capacity. Even so, the combination of:

• simultaneous, nationwide weather events,
• unprecedented, overlapping emergency usage across districts, and
• downstream telephony provider constraints

caused strain that exceeded our modeled thresholds and created conditions we did not sufficiently absorb. That is on us.

What we are doing and what we are learning

 We take this incident extremely seriously. Here is what we are actively working on as a result:

• Expanding voice call surge capacity and redundancy across providers.
• Adjusting emergency load assumptions to better handle nationwide, simultaneous weather events.
• Improving real-time monitoring and visibility into voice call delivery.
• Strengthening prioritization for the most time-critical emergency calls.

Most importantly, we are committed to learning from this moment and doing better. ParentSquare exists to support schools in their most critical communications, and when we fall short, we owe you transparency, accountability, and improvement.

We appreciate your patience, your partnership, and your candor. Our teams are continuing to work around the clock to reinforce reliability, and we will share updates as improvements are implemented.

If you have immediate concerns or need to discuss your district’s urgent communication needs directly, our support and leadership teams are available.

Sincerely,

Anu Vaid

President & Founder, ParentSquare