Searchspring had 14 outages in the last 2 years totaling 240h 15m of downtime — averaging 0.6 incidents per month.
There were 14 Searchspring outages since June 3, 2024 totaling 240h 15m of downtime. Each is summarised below — incident details, duration, and resolution information.
Were seeing an increased error rate on search api requests in the Australia region.
Operations have returned to normal, we are continuing to monitor the situation.
This incident has been resolved.
A subset of BigCommerce customers experienced product listing pages failing to load results due to a template change on the BigCommerce platform (we estimate). The change caused Searchspring’s Snap integration to misinterpret the “Search Results” page as a category, applying an invalid background filter that returned no products. The issue was intermittent and did not affect Searchspring’s core search service. Functionality was restored within minutes, likely following a rollback of the update by BigCommerce.
AWS is currently having a major outage, this is impacting our indexing services https://health.aws.amazon.com/health/status
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently experiencing a high volume of 503 Service Unavailable errors impacting the search experience across a small subset of sites. This may result in degraded performance or temporary unavailability of search functionality for some users. Our team has identified the root cause and are working to resolve this issue. We will provide another update in 30 minutes or sooner.
A fix has been implemented, and we are currently monitoring system performance to ensure the issue has been fully resolved.
The issue has been fully resolved, and all affected services are now operating as expected.
We are currently investigating an indexing issue for customers on the new Shopify connector. Our teams are actively working on a resolution and will provide an update within the next 30 minutes. We appreciate your patience.
The issue has been identified and our teams are working on implementing a fix. We’ll provide more updates as soon as we have additional information. We will provide another update in 30 minutes or less.
A fix has been implemented and we are monitoring the results.
We are continuing to monitor for any further issues.
This incident has been resolved.
We are currently investigating an issue preventing users from accessing the Searchspring Management Console (SMC). Our teams are actively working on a resolution and will provide an update within the next 30 minutes. We appreciate your patience.
We are continuing to investigate this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently investigating an issue that is impacting the data structure of some BigCommerce customers. We believe we have found the source of the issue already and are currently working on resolving it.
We identified the issue as being a change in the default delimiter for handing BigCommerce data feeds. This impacted our ability to read the data feed structure for BigCommerce customers. We have corrected the issue and are re-indexing customer's who encountered the error, once the index is complete the problem should be resolved.
The source of the problem has been addressed and all customers who were impacted have either already been re-indexed, or are in the process of indexing. As those indexes complete, your site will function as expected.
We have detected an issue impacting a subset of Shopify clients, where more products than expected are being excluded. This is due to a recent change on Shopify’s end. Our engineering team is actively investigating the issue and working towards a resolution. We will provide an update within the next 30 minutes.
The incident has been resolved and all affected sites are back to normal product exclusion numbers.
We are currently investigating an issue causing a slowdown in indexing. You can expect an update in 30 minutes or less once we have more information.
We have identitied and resolved the issue causing the degraded state of our indexes. The indexing queue is returning to normal.
We are currently seeing 504 errors across all autocomplete and search requests, preventing search results from being returned. Our team is actively investigating and will provide an update in 30 minutes or sooner as more information becomes available.
We have identified and resolved the issue affecting our systems. Recovery is currently in progress. Our team will continue to monitor the situation closely until the systems have fully recovered. We will provide an update within the next 30 minutes or sooner with more information.
Systems have recovered and are back to operational in all areas. We are closing out this incident thank you for your patience during this time.
We are currently investigating an issue affecting the AU region. An issue was identified with the clusters in this region, causing search calls to return errors. We have successfully diverted traffic to a failover cluster, and search functionality has been restored. Our team is continuing to investigate ongoing indexing issues in the AU region.
We are continuing to investigate this issue.
We have identified the issue and are in the process of taking corrective actions to resolve it. We will post another update in approximately 30 minutes.
Indexing for the AU region is currently paused as we implement corrective measures. The systems are in the process of recovering, and we are working diligently to restore full functionality. We will post an update in approximately 60 minutes.
Indexing remains paused for the AU region as we continue to work on implementing corrective measures. We will post an update in approximately 60 minutes
All previously impacted services have now recovered and the issue has been cleared. Our team is still monitoring the situation as we work to migrate all traffic back to it's original regions.
We are currently experiencing an elevated number of errors related to our search API. This will impact some traffic in the North America region. We are currently investigating and will provide regular updates in 30 minutes intervals or sooner.
We have identified and resolved the source of the issue. We are now monitoring the situation the ensure normal performance continues.
The issue has now been resolved.