Slow loading times

Update timeline

1. investigating Dec 10, 2025, 04:44 PM UTC

   We are experiencing slow loading times due to a slow caching database. We are investigating and will update as we know more.

2. investigating Dec 10, 2025, 05:33 PM UTC

   We have added additional resources to stabilize the system, but are still working to identity the source of the increased load and figure out a root cause. We will continue to manually scale the system to keep it stable while we investigate.

3. identified Dec 10, 2025, 05:59 PM UTC

   We have identified the root cause and are working to remediate.

4. monitoring Dec 10, 2025, 06:59 PM UTC

   We have applied fixes for the issues and all metrics are back to normal levels. We will continue to monitor the performance for a little while before resolving.

5. resolved Dec 10, 2025, 07:21 PM UTC

   This incident has been resolved. A postmortem will be posted shortly.

6. postmortem Dec 10, 2025, 07:21 PM UTC

   During scheduled network maintenance at 04:00 MST, we applied routing changes to standardize the availability zones we use. Due to a developer error, the subnets in one AZ did not get the proper route to our user index database resource. This resulted in some user indexing jobs to fail. These jobs were configured with infinite retries and as these jobs continued to build up, fail, and get retried, it overwhelmed the queueing database. This caused cascading failures throughout the system as other jobs in the queue were delayed or failed. We mitigated by scaling up the database size. We then fixed the routing issue, as well as removing the infinite retry for the job. This resolved the issue. Moving forward, we will ensure that infrastructure code reviews better analyze route changes as well as job retry policy. We are also investigating auto-scaling solutions for our queueing database. We apologize for the degraded performance and appreciate your patience as we continue to improve Pronto for all of our customers.