Alkira incident

Customer portal timeouts and Provisioning Service unavailable

Notice Resolved View vendor source →

Alkira experienced a notice incident on February 7, 2025, lasting —. The incident has been resolved; the full update timeline is below.

Started
Feb 07, 2025, 05:07 PM UTC
Resolved
Feb 07, 2025, 03:00 AM UTC
Duration
—
Detected by Pingoru
Feb 07, 2025, 05:07 PM UTC

Update timeline

  1. resolved Feb 07, 2025, 05:07 PM UTC

    On Feb 7th, between 3 AM UTC and 9.30 AM UTC, some customers may have experienced timeouts on the portal and could not provision changes. The issue occurred due to a database lock caused by a backup job taking longer than anticipated. The extended duration of the backup process resulted in restricted access to the database, leading to customer-facing timeouts and provisioning failures. We have implemented real-time monitoring alerts for prolonged backup durations and potential database locks. We are optimizing backup scheduling jobs so we never run into this issue. We understand that this issue might have caused inconvenience to our customers and apologize for the inconvenience. Contact Alkira support if you have any questions or need further assistance.