DRACOON experienced a critical incident on April 2, 2024 affecting API (group 01) and Instant messages and 1 more component, lasting 1h 53m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 02, 2024, 02:20 PM UTC
We are currently investigating an issue with our datacenter. Our team is working to gather more information and resolve the issue as quickly as possible. We apologize for any inconvenience this may cause and will provide updates as soon as we have them.
- investigating Apr 02, 2024, 02:21 PM UTC
We are continuing to investigate this issue.
- investigating Apr 02, 2024, 02:38 PM UTC
We are continuing to investigate this issue.
- identified Apr 02, 2024, 02:40 PM UTC
We have identified the issue with our datacenter. Our engineers are working on a resolution and we are confident that we will have a fix in place soon. We will provide more information and updates as soon as they become available.
- identified Apr 02, 2024, 02:42 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Apr 02, 2024, 03:37 PM UTC
The issue with our data center has been resolved, and we are monitoring the situation to ensure it remains stable. We apologize for any inconvenience this may have caused and appreciate your patience.
- resolved Apr 02, 2024, 04:13 PM UTC
The issue with data center has been fully resolved. All systems are now operating normally. We apologize for any inconvenience this may have caused and appreciate your patience. If you continue to experience any issues, please don't hesitate to reach out to our support team for assistance.
- postmortem Sep 17, 2024, 01:05 PM UTC
We experienced an issue with our datacenter infrastructure on 2nd of April 2024 16:20 CEST. Our team has worked diligently to identify the root cause and implement a resolution. In this post-mortem, we want to share the details of what happened, why it happened, what we did to resolve it, and what we will do to prevent similar incidents in the future. * What happened? **Our datacenter infrastructure went offline thus taking down all our DRACOON cloud services at once.** * Why did this happen? **Our datacenter provider carried out some internal maintenance work to their billing systems. This caused our datacenter infrastructure to be suspended and therefore rendering it unusable at the time of the incident.** * What did we do? **After noticing the incident, we immediately notified all our customers and began analyzing the root cause. Once we found out all our datacenter services went offline at the same time we immediately contacted our datacenter provider who confirmed the outage and their efforts to bring our systems back online asap. Once the datacenter infrastructure was back online, we worked deliberately to restart all services and bring back online all customer environments.** * What can we do to improve? **Since the issue was caused by our datacenter provider during a routine, known to be a non-impacting maintenance work that resulted in an outage, we ensured our datacenter provider understands the massive impact his actions had to our infrastructure and to our customers. They ensured us to improve their processes further to prevent any further complication like this outage to the best of their abilities.** We apologize for any inconvenience this incident may have caused. We are committed to ensuring the stability and reliability of our services and will continue to take proactive measures to prevent similar incidents from happening in the future. If you have any questions or concerns, please don't hesitate to reach out to our support team for assistance.