We are truly grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident.
Description:
On October 5, 2023, our customer experience team identified an issue affecting Production instances for all APAC clients.
Our engineering team restarted the SQL server, and all APAC instances began to come back online.
Type of Event:
Unplanned outage.
Services/Modules Impacted:
All modules.
Remediation:
The SQL server was restarted.
Timeline (AEST):
5th October
Total Duration of Event:
~ 3 hours and 42 minutes.
Root Cause Analysis:
We've been working hard to investigate and resolve the issue you've been experiencing. Our team has thoroughly examined the logs, but unfortunately, we haven't found any clear indicators of the root cause at this time. Although we haven't been able to pinpoint the exact cause, intentional replication of the issue is not currently possible, meaning the existing protection automations are functioning and providing protection.
Preventative action:
As we are currently unable to replicate the issue, and our logs aren’t pointing out any clear causes for the incident, we will continue to monitor the health of the SQL server to ensure that any future anomalies are escalated immediately. Rest assured, we are committed to finding a solution and ensuring a smooth experience for you.