MendMD experienced a notice incident on October 1, 2021 affecting Web Console (UI) and Scans Processing and 1 more component, lasting 6d 13h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 01, 2021, 05:21 PM UTC
Dear Customers and Partners, Unfortunately, after all system vitals were reported to be ok, we are seeing continued issues in our Saas environment and the system is currently unavailable. Our DevOps team is working all-hands on deck to restore the system operation back to normal. This is our top priority. We will be providing continued updates as the investigation progresses. Thanks for your understanding, Jorge Ramirez Director Technical Support - Americas WhiteSource
- investigating Oct 01, 2021, 06:53 PM UTC
Dear Customers and Partners, As we work in restoring the production system back to normal, our current estimated time to resolution is 3 hours. Thanks for your continued understanding, Jorge Ramirez Director Technical Support - Americas WhiteSource
- investigating Oct 01, 2021, 08:43 PM UTC
Dear Customers and Partners, At this moment we have restored our Saas production system back to operation. While the investigation continues, we are expecting our services to perform without issues. As we monitor it, if further problems are detected, we will readily provide notifications. We apologize for the inconvenience this caused and we thank you your continued understanding during this time, Jorge Ramirez Director Technical Support - Americas WhiteSource
- investigating Oct 01, 2021, 08:50 PM UTC
Dear Customers and Partners, At this moment we have restored our Saas production system back to operation. While the investigation continues, we are expecting our services to perform without issues. As we monitor it, if further problems are detected, we will readily provide notifications. We apologize for the inconvenience this caused and we thank you your continued understanding during this time, Jorge Ramirez Director Technical Support - Americas WhiteSource
- investigating Oct 01, 2021, 10:42 PM UTC
Dear Customers and Partners, Regrettably, we are seeing instability issues resurface in Saas (https://saas.whitesourcesoftware.com). The platform services may not be available for the time being. We sincerely apologize for the back and forth on this but want to assure you we have every resource in our team dedicated to this and also have been working directly with AWS engineers during the investigation. We will continue providing updates regularly, Jorge Ramirez Director Technical Support - Americas WhiteSource
- investigating Oct 02, 2021, 04:10 AM UTC
Dear Customers and Partners, System restoration process is still underway. Services are not available at this moment in our Saas platform. We will continue providing updates, Jorge Ramirez Director Technical Support - Americas WhiteSource
- investigating Oct 02, 2021, 07:16 AM UTC
Dear Customers and Partners, We have begun deploying infrastructure and configuration improvements, aiming to increase system stability in the saas.whitesourcesoftware.com environment. The services are not available at this time. We will update again in the next few hours. Thank you, Avinoam Weitman Support Manager WhiteSource
- investigating Oct 02, 2021, 01:09 PM UTC
Dear Customers and Partners, At this moment we have restored our Saas production system back to operation. While the investigation continues to better understand the repeated outages we have experienced, we are expecting our services to perform without issues. As we monitor it, if further problems are detected, we will readily provide notifications. We apologize for the inconvenience this caused and we thank you your continued understanding during this time, Jorge Ramirez Director Technical Support - Americas WhiteSource
- resolved Oct 08, 2021, 07:18 AM UTC
This incident has been resolved.