Healthise experienced a critical incident on October 30, 2023, lasting 2h 23m. The incident has been resolved; the full update timeline is below.
Update timeline
- identified Oct 30, 2023, 08:21 PM UTC
Healthwise has been alerted to a disruption to its User Management service. The cause is a disruption in a critical 3rd party system. Our engineers will continue to monitor the situation and provide an update once the service is online.
- monitoring Oct 30, 2023, 08:23 PM UTC
the 3rd party service has been restored we will continue to monitor.
- resolved Oct 30, 2023, 10:45 PM UTC
All issues have been resolved. We will post a root cause analysis once we have completed our full investigation. If the investigation has not been completed within 1 week we will post an interim RCA with the information that we currently have available.
- postmortem Nov 06, 2023, 10:18 PM UTC
## Introduction The purpose of this Root Cause Analysis \(RCA\) is to determine the causes that contributed to issues with logging into the Healthwise® Advise™ solution on October 30, 2023. ## Event Description At 1:58 PM MST, on Monday, October 30, 2023, Healthwise was alerted to an issue with its Healthwise® Advise™ solution. Healthwise administrators began an investigation and found that a 3rd party service used for authentication was unavailable. Healthwise contacted the third-party vendor and it restored service at 2:20 PM MST. At 2:22 PM MST, Healthwise monitors showed that access to the third-party authentication service was restored. The total time of the incident was 22 minutes. ## Findings and Root Cause Based on the investigation conducted, the team determined the following findings regarding this event: A critical third-party service used by Healthwise® Advise™ for authentication was unavailable. This prevented users from logging into the Healthwise® Advise™ solution. ## Corrective Action Healthwise contacted the third-party vendor and it restored the service and has put together a plan to mitigate future incidents.