Service Incident, EU region - December 6th - Resolved

SUMMARY

• Date of incident: December 6th, 2022 
• Regions affected: EU
• Customer Impact: Performance degradation and errors might be observed.
  • Merchandising Studio might be unavailable. 

Attraqt identified an issue with the load balancing layer, which may result in reduced performance and errors for our customers. Our Cloud team is working to fix the issue ASAP. Estimated time till a resolution is 45min.

We will add an update here once the issue is fully resolved.

ROOT CAUSE ANALYSIS REPORT

On Tuesday, 6th Dec 04:00 AM, Attraqt load balancing layer started to become highly utilized. Then a reindex job was triggered, the query endpoint instances failed to be registered on the load balancing layer, and that caused a performance degradation on the query API endpoint for EU customers that triggered a reindex job at this time.

FOR MORE INFORMATION

All currently available information is included in this article. We will continue to provide updates on the issue here as we work to resolve the incident.

If you have logged a ticket with us we will provide the same information there as soon as possible.

The report of our root cause analysis investigation is usually posted here a few days after the incident has been resolved. If you have additional questions about this incident, please log a ticket with us.