TRAX Platform is Experiencing Intermittent Disruption of Service

Update timeline

1. investigating Dec 06, 2016, 06:56 PM UTC

   At approximately 1:30 PM EST, some administrators reported delays in service for our sites. We are working actively on a solution and will update you as we have information. We apologize for the inconvenience, we understand how much your business relies on our technology to run your business.

2. monitoring Dec 06, 2016, 09:09 PM UTC

   Our Infrastructure team identified the cause of this afternoon’s intermittent site slowness. A task running through our database servers was consuming excessive resources in the system, causing slow load times on the TRAX Platform. The Infrastructure team cleared the task and sites stopped experiencing delays in service around 2:05 PM EST. Some clients and their customers reported experiencing more than a 20 second delay when trying to navigate their site. The team is currently documenting the incident and identifying steps to prevent a future reoccurrence. Thank you for your patience with our Support Team as they fielded questions and concerns. Our Technology group will continue to monitor the issue for the next 24 hours.

3. resolved Dec 07, 2016, 08:44 PM UTC

   Good Afternoon, We are pleased to report after 24 hours of monitoring the incident from yesterday there has not been any delay or disruption in service for clients or their customers to access the TRAX Platform through their branded website. Thank you for your understanding as teams worked quickly to resolve the issue.