[RESOLVED] NA21 | Service Degradation

 POSTED: Oct 14, 2019 11:25:43 AM        Production, NA21, Service Outage

[ROOT CAUSE ANALYSIS]

Description:

NA21 Environment Performance Degredation

Timeframe:

2019-10-14 , 08:22AM CT to 08:54AM CT

Impact:

Customers experienced slowness or timeout while navigating SpringCM

Cause:

An unexpected database snapshot was generated for multiple publications which caused a degradation in database performance.

Resolution:

Once the snapshot generation finished performance returned to normal.  We have a support case open with the hosting vendor for investigation of the cause of the snapshot generation.

[RESOLVED] The SpringCM Operations team detected and resolved a service availability issue on the NA21 instance starting at 10:22AM - and ending at 10:54AM CT. During this time, customers may have experienced latency, an inability to access resources, or received an error when loading pages.

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[RESOLVED] UAT | Service Outage

 POSTED: Sep 18, 2019 9:49:15 AM        UAT, Service Outage

[RESOLVED Sept 18, 2019 12:05 CST] The SpringCM Technology Team has resolved the service availability issue on the UAT instance.  The problem began at approximately 09:38 AM CST and was confirmed resolved at 12:02 PM CST.  We apologize for the inconvenience and will be providing a Root Cause Analysis in the near future.

[UPDATE Sept 18, 2019, 12:00 CST] The SpringCM Technology Team has made significant progress on resolving the service availability issue on the UAT instance. We anticipate resolution shortly.

[UPDATE Sept 18 2019, 11:00 CST] The SpringCM Technology Team continues to work on isolating the service availability issue on the UAT instance.  We apologize for the inconvenience and will be updating Trust hourly until resolved.

[POSTED Sept 18 2019, 9:49:15 CST] The SpringCM Technology Team is working to isolate a service availability issue on the UAT instance. At this time, customers may not be able to access their SpringCM UAT environment.

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