Products Up experienced a minor incident on December 18, 2024 affecting Data Processing, lasting 6h 49m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 18, 2024, 09:56 AM UTC
Dear Customers, We are currently experiencing unusually high demand for our software due to a combination of seasonal factors. As a result, some sites may experience delays or, in some cases, become stuck in the queue. Our team is actively investigating all possible root causes to address these challenges. Please rest assured that we are monitoring the situation closely and taking every step to enhance performance. Your experience is important to us, and we appreciate your patience as we work through this. Thank you for your understanding.
- identified Dec 18, 2024, 12:38 PM UTC
Dear customers, We have identified a potential issue affecting our service performance. A network equipment component was found to be possibly defective. With the assistance of our data center provider, we have replaced this equipment, which has resulted in significantly higher transfer rates. Additionally, we have upgraded the bandwidth on this equipment to better accommodate these improved speeds. Most customers should start experiencing enhanced times for site runs effective immediately. We are continuing to monitor the entire platform for any other factors that might cause slowness or delays, and we will keep you updated on any further developments. Thank you for your continued patience and support.
- resolved Dec 18, 2024, 04:46 PM UTC
Dear Customers, We are pleased to inform you that, according to our monitoring, we are satisfied that the issue has been resolved. We are now experiencing improved site run times and enhanced upload/download performance. Thank you for your patience during this process. We remain committed to providing you with the best possible service and will continue to monitor the situation closely. To prevent similar issues in the future, we are implementing the following measures: Increased Bandwidth Planning: We will reassess and adjust our bandwidth capacity regularly to ensure it meets the demands of our customer base, especially during peak usage times. Enhanced Monitoring Tools: We are upgrading our monitoring systems to provide real-time insights into network performance and quickly identify any anomalies.