Hermes BorderGuru incident

European Routing Service V4 (ERoS V4) - Webservice Interruption

Critical Resolved View vendor source →

Hermes BorderGuru experienced a critical incident on January 17, 2020 affecting [Production], lasting 55m. The incident has been resolved; the full update timeline is below.

Started
Jan 17, 2020, 07:59 AM UTC
Resolved
Jan 17, 2020, 08:55 AM UTC
Duration
55m
Detected by Pingoru
Jan 17, 2020, 07:59 AM UTC

Affected components

[Production]

Update timeline

  1. investigating Jan 17, 2020, 07:59 AM UTC

    We are investigating in an issue which relates to the availability of the European Routing Web Service (ERoS V4). IRIS is not affected. Impact: Since yesterday (16.01.) around 7:45 pm ERoS V4 is partly not reachable, thus nor requests can be handled by the system. Incident resolution is ongoing. We will provide an update every 60 minutes.

  2. resolved Jan 17, 2020, 08:55 AM UTC

    The European Routing Service (ERoS V4) is operational again (17.01.2020 9:45am). The incident was resolved. The root cause analysis is still ongoing. The root cause will be communicated when analysis will be completed.

  3. postmortem Jan 17, 2020, 09:23 AM UTC

    Root Cause Analysis: An underlying authentication service experienced an outage yesterday evening, 16-Jan-2020 around 19:42. All systems depending on this authentication service \(including ERoS V4\) did not succeed to connect to it until 20-Jan-2020, 09:45. Hermes plans to improve both the monitoring and the reliability of this authentication service as soon as possible. ‌ ‌ IT Carrier & Client Integration Hermes BorderGuru [[email protected]](mailto:[email protected])