Osano incident

DSAR submissions are currently failing

Major Resolved View vendor source →

Osano experienced a major incident on May 10, 2021 affecting Data Subject Access Request (Public), lasting 17m. The incident has been resolved; the full update timeline is below.

Started
May 10, 2021, 08:05 PM UTC
Resolved
May 10, 2021, 08:22 PM UTC
Duration
17m
Detected by Pingoru
May 10, 2021, 08:05 PM UTC

Affected components

Data Subject Access Request (Public)

Update timeline

  1. investigating May 10, 2021, 08:05 PM UTC

    We currently investigating an issue where DSAR submissions are failing for end-users.

  2. investigating May 10, 2021, 08:08 PM UTC

    We are continuing to investigate this issue.

  3. resolved May 10, 2021, 08:22 PM UTC

    This incident has been resolved. DSAR forms are successfully submitting

  4. postmortem May 11, 2021, 09:21 PM UTC

    As part of our standard security practices, Osano implements continuous key rotations executed on a regular schedule. That key rotation failed to generate new credentials for the email sending service which supports data subject access requests. This caused emails to data subject access requests to be delayed. We fixed the root cause and verified that the delayed emails were sent. Customers who were impacted by this outage have been contacted by our customer success team.