Resolved after 7 hours 20 minutes, affecting In-app Guides and In-app Surveys, on July 18, 2023.
**Summary of Incident:** Some customers were unable to use Engagements and KC Bots between 9:02 and 10:38 PDT on July 17, then again between 7:18 and 14:38 PDT on July 18, 2023. **Root Cause:** A high availability caching cluster re-election had an issue while handling real time traffic due to a bug, which caused an increase in latency. **Action Items:** Our Engineering Team identified and resolved the issue caused from the initial bug. Please reach out to [[email protected]](mailto:[email protected]) if you have questions.
Affected components
Update timeline
- identified Jul 18, 2023, 02:18 PM UTC
We are working to resolve an identified issue causing slowness in PX engagement and Knowledge Center (KC) Bots. Please email [email protected] with any questions.
- identified Jul 18, 2023, 02:19 PM UTC
We are continuing to work on a fix for this issue.
- identified Jul 18, 2023, 07:30 PM UTC
We are continuing to work on a fix for this issue.
- resolved Jul 18, 2023, 09:38 PM UTC
This is resolved and affected customers should be seeing improvements now. RCA details will be posted as they become available. Please email [email protected] with any questions.
- postmortem Jul 26, 2023, 09:52 PM UTC
**Summary of Incident:** Some customers were unable to use Engagements and KC Bots between 9:02 and 10:38 PDT on July 17, then again between 7:18 and 14:38 PDT on July 18, 2023. **Root Cause:** A high availability caching cluster re-election had an issue while handling real time traffic due to a bug, which caused an increase in latency. **Action Items:** Our Engineering Team identified and resolved the issue caused from the initial bug. Please reach out to [[email protected]](mailto:[email protected]) if you have questions.
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