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 20, 2023, our customer experience team identified an issue affecting SFTP Imports for APAC clients. The root cause was identified and resolved on October 24. 

Type of Event:  

Unplanned outage.  

Services/Modules Impacted:  

Automated Imports via SFTP/File Upload. 

Remediation:  

• A problematic badge import was identified as the cause and was subsequently addressed through updates to its preprocessor, ensuring that it no longer affects SFTP Automated Imports for other clients 
• Following the resolution of the import, the SFTP file server was restarted and automated imports were restored 

Timeline (AEST):  

20th October 

• 13:49 – Severity 2 issue identified and incident triggered 
• 18:30 – Root cause identified 

24th October 

• 11:00 – Incident Resolved, files began importing again 

Total Duration of Event:  

~ 3 days and 21 hours.  

Root Cause Analysis:  

Faulty badge import preprocessor. 

Preventative Action:   

After resolving the root cause, we’ve also identified forward-dated logs that are now being rectified to enhance our ability to detect similar issues in the future.