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Description:
On the morning of June 10, 2024, Eptura Workplace users were unable to access the platform.
Type of Event:
Eptura Workplace was experiencing an Outage.
Services/Modules impacted:
All of Production
Timeline: (Reported in CST)
5:20am: Our support team received an initial report of the inability to access Eptura Workplace.
5:40am: Support team received 4 additional reports on the issue
5:44am: After investigation the support team confirmed and raised a ticket with our Cloud Operations team.
5:44am: All customers were alerted that we are in the Investigation of the inability to access Eptura Workplace on our status page.
5:45am: The Cloud Operations team acknowledges the issue internally and begins the investigation.
6:34am: The Cloud Operations team recognized some errors related to authorization services and began working to resolve these errors.
6:53am: The Cloud Operations team corrects the errors and Support begins to confirm the resolution with customers.
7:00am: After confirmation from multiple customers, our support team updated the status page to a monitoring phase for the next 2 hours.
9:00am: No additional customers have reported the issue, the “Status Page” has been updated.
Total Duration of Event:
1 hour 41 minutes
Root Cause:
A change to the database URL in a recent pull request caused a connection timeout issue with our in-app service.
Remediation:
We have successfully addressed the service disruption. The pull request has been reverted, and we have made the necessary changes to resolve the connection problem.
Preventative Action:
To prevent this disruption in the future, the Cloud Operations team will review all pull requests before they are merged. This process will help streamline our activities and reduce the risks of mistakes.