Maxio incident
Advanced Billing - Period of Processing Degradation
Maxio experienced a minor incident on March 28, 2024, lasting 5h. The incident has been resolved; the full update timeline is below.
Update timeline
- resolved Apr 11, 2024, 10:25 PM UTC
On March 28, 2024, the Advanced Billing system encountered a period of degradation that affected a subset of subscriptions attempting to process during this periods of time. This degradation was caused by server connectivity problems some of which were due to degradation on the part of third-party vendors. The main result of this period of degradation were that subscriptions encountered processing errors. These errors halt the processing of the subscription in order for our team to manually review and ensure the renewal is handled correctly when the processing error is cleared. This also resulted in webhooks not firing for some subscriptions. Our Support team will reach out directly should your site have been affected by webhooks not triggering and provide next steps where necessary. The window of the degradation period is below for reference: - 3/28/2024 6:05:32.030 AM -0500 - 3/28/2024 10:45:00.613 AM -0500 We are happy to report that following this period of degradation, the Advanced Billing system is fully operational. Our engineers are actively working to remediate any processing errors that occurred for subscriptions as a result of these incidents. Once the processing errors are cleared, the subscriptions will resume processing as normal and bill for their renewal. No action is necessary to resolve these errors on your end unless our Sr. Product Support Consultant team reaches out directly. Should you have any questions or concerns, please contact our Support Team for assistance.