Latency and Errors received when accessing Eptura Workplace

Update timeline

1. investigating May 20, 2024, 06:39 PM UTC

   We are currently investigating an issue with Eptura Workplace. We will update you when we have more information.

2. investigating May 20, 2024, 06:59 PM UTC

   We are continuing to investigate this issue.

3. monitoring May 20, 2024, 07:07 PM UTC

   A fix has been implemented. We are moving into the Monitoring Phase for the next 1 hour.

4. resolved May 20, 2024, 08:17 PM UTC

   As we have not seen further service disruptions after the fix was implemented, we have moved to the Resolved Phase. A detailed RCA will be posted in 10 business days. Please stay subscribed to the page to receive post automatically.

5. postmortem May 30, 2024, 09:05 PM UTC

   **Eptura Workplace detailed Root Cause Analysis | May 20, 2024** **Latency and errors received when accessing or navigating Eptura Workplace** We are truly grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** When customers attempt to access or navigate the Eptura Workplace platform, they encounter timeout errors in the following modules: Visitor, Move, Service Request, and Asset. **Type of Event:** Intermittent Outage **Services/Modules impacted:** Production/ Visitor, Move, Service Request, and Asset. **Timeline \(reported in CST\):** * 8:05 AM: An initial report was received by the support team about the latency and errors. * 10:27 AM: After support investigation, a ticket was raised to our CloudOps team for further troubleshooting. * 1:37 PM: As additional customers began to report the same issue, the support team raised the ticket to a Severity 2 priority and notified all customers via Status Page that we are investigating the issue with the CloudOps team. * 2:07 PM: The issue is identified the services were restarted to resolve the issue. The status page is updated from an identified status to monitoring. Meanwhile customers have begun to see improvement. * 3:17 PM: As more customers confirm resolution, no additional reports of latency or errors in the platform. The Status Page is moved to a Resolved status.` ` **Total Duration of Event:** 6 hours, 2 minutes **Root Cause:** A disruption occurred in the App-Info, Preference, and Eptura Workplace Services. **Remediation:** A restart of the services was required to address this disruption. **Preventative Action:** ` ` Our CloudOps team is enhancing our monitoring systems for the App-Info, Preference, and Eptura Workplace Services. These improvements aim to proactively detect and address the need for any ad-hoc restarts, making your experience smoother and more reliable. We're committed to reducing your effort and preventing future issues, ensuring you receive the best service possible.