Hermes BorderGuru incident

Servcie Degradation - International Routing & Integration Service (IRIS)

Hermes BorderGuru experienced a minor incident on February 19, 2021 affecting [Production], lasting 2d 23h. The incident has been resolved; the full update timeline is below.

Started: Feb 19, 2021, 08:11 AM UTC
Resolved: Feb 22, 2021, 07:59 AM UTC
Duration: 2d 23h
Detected by Pingoru: Feb 19, 2021, 08:11 AM UTC

Affected components

[Production]

Update timeline

identified Feb 19, 2021, 08:11 AM UTC

We are investigating an incident which relates to the International Routing & Integration Service. Impact: Since 19-Feb-2021 around 07:20 CET the International Routing & Integration Service experienced a service degradation, thus requests with destination country USA will return an error. We identified a partner API to be not fully operational. Incident resolution and root cause analysis are ongoing. We will provide updates either every 60 minutes or event triggered.
identified Feb 19, 2021, 08:11 AM UTC

We are continuing to work on a fix for this issue.
identified Feb 19, 2021, 10:35 AM UTC

Our partner is still working on a fix to solve the problem.
identified Feb 19, 2021, 11:38 AM UTC

Our partner is still working on a fix to solve the problem.
identified Feb 19, 2021, 01:31 PM UTC

Our partner is still working on a fix to solve the problem.
identified Feb 19, 2021, 02:35 PM UTC

Our partner is still working on a fix to solve the problem.
identified Feb 19, 2021, 03:39 PM UTC

Our partner is still working on a fix to solve the problem.
identified Feb 19, 2021, 04:55 PM UTC

Our partner is still working on a fix to solve the problem. However, we will switch communication from the regular 60minutes update intervalls to event based communication.
resolved Feb 22, 2021, 07:59 AM UTC

We just received information from our partner that the icident was successfully resolved and the API is fully operational again.