Incident Report
UTC 02:02
For our North American Clients, we had intermittent catalog searching and product page errors that resulted in product and search pages being unable to load correctly. This resulted in some client’s inability to search and find products; however, reloading the page did produce the correct results in some instances. This error did impact the page load speed. However, all sites were online.
After determining the error source of the impacted catalogs, our team went to rectify and resolve the issue. Unfortunately, during remediation, we had intermittent short-term outages from 10 seconds to 1-2 minutes for a minority of our clients while we fixed the errors.
All servers and redundancy of our platform are now operational, and all clients are back to 100% online. We do not expect the issue to happen again after our resolution. We have had 99.994% uptime for our platform due to our robust infrastructure. We take this issue very seriously and will continue to invest in our platform to do our best to keep your site online 100% of the time.
UTC 23:36: The issue has been resolved and all stores should now be loading as expected. We will follow up in the coming days with an incident report.
UTC 23:02: Our systems team has identified the source of the issue and they are working to have it resolved as soon as possible.
UTC 21:25: The restart has been completed and our systems are being monitored for improvement.
UTC 21:20: Our team informs us there is going to be a brief outage while some services are restarted. This post will be updated shortly after.
UTC 20:57: Our systems team continues to work towards a resolution. We will continue to update this post with more information as we receive it.
UTC 19:50: Our systems team continues to work towards a resolution. We will continue to update this post with more information as we receive it.
UTC 18:52: Our systems team continues to work towards a resolution. We will continue to update this post with more information as we receive it.
UTC 17:59: Our systems team continues to work towards a resolution. We will continue to update this post with more information as we receive it.
UTC 17:18: Our systems team is actively working on a resolution. We will continue to update this post with more information as we receive it.
UTC 16:52: We are aware that some sites on the platform in the NA region are experiencing an issue with slow load times and unexpected 404 pages. Our team is investigating and we will update this post with more details as we have them.
