Knowlege base site home page & analytics services down

Resolved | Nov 08, 2023 | 09:27 GMT+00:00

Root Cause Analysis (RCA) Report
Incident Summary: One of the Analytics cluster nodes was identified to be in an unhealthy state. This situation was triggered by an overwhelming surge in the volume of incoming requests and data processing in our analytics servers. Consequently, the delayed data synchronization in the secondary node resulted in timeouts for new requests, leading to the failure of the home page to load when the widget was configured to display on the home page. However, other sections such as the Docs page and articles pages remained unaffected.

Incident Resolution: The database system responded to the issue by initiating an automatic recovery process, scaling up to the next available premium tier once the node's status transitioned back to a healthy state. This process ensured the restoration of the Analytics services, ultimately resolving the issue.

Conclusion: We deeply regret any disruption this incident may have caused to your business operations. We are committed to implementing the necessary measures to prevent such occurrences and ensure the continued seamless functioning of our services. Thank you for your understanding and continued support.
Should you have any further inquiries or require additional information, please do not hesitate to reach out to our support team.

Open | Nov 07, 2023 | 21:22 GMT+00:00

Beginning on Tuesday, November 7, 2023 at 17:02 UTC, Document360 knowledge base site home page and analytics services experienced an outage impacting some of our customers. This issue is impacting KB site home page and analytics related services.

We’re actively working on to restore the services. We apologize for any impact this incident has had on your business. We treated the disruption as our highest priority to ensure resolution.