Healthise experienced a major incident on August 22, 2023, lasting —. The incident has been resolved; the full update timeline is below.
Update timeline
- resolved Aug 22, 2023, 11:42 PM UTC
Intermittent connectivity issues with client facing applications
- postmortem Aug 22, 2023, 11:43 PM UTC
## Introduction The purpose of this Root Cause Analysis \(RCA\) is to determine the causes that contributed to the performance issues of the Healthwise-hosted solutions on August 12, 2023 to August 14, 2023. ## Event Description At 01:11 a.m. MST on Saturday, August 12, 2023, Healthwise administrators were alerted to product errors from its Healthwise-hosted applications. Administrators found that a third-party vendor’s attempt at forcing an upgrade to a key component was failing. This caused a disruption to Healthwise-hosted applications that were dependent on this component. After about 15 minutes, the vendor would abort the upgrade and service was restored. The third-party vendor attempted the upgrade about three times an evening between Saturday, August 12th to Monday, August 14th. ## Findings and Root Cause Based on the investigation conducted, the team determined the following findings regarding this event: The root cause was a vendor’s attempted software update that made a needed component unavailable to Healthwise-hosted applications. ## Corrective Action Healthwise administrators were able to work with the vendor to successfully update the service. Healthwise is following up with the vendor to better coordinate future upgrades.