RSA ID Plus Service Incident (GOV Region)

Update timeline

1. resolved Feb 10, 2025, 03:19 PM UTC

   SaaS Operations has identified and resolved an issue impacting RSA ID Plus services in this region. We will post a root cause analysis as soon as it is available.

2. postmortem Feb 19, 2025, 10:37 PM UTC

   **Incident Summary:** The RSA ID Plus Cloud Authentication Service \(GOV Region\) was impacted by high latency within one of RSA’s data services tiers, leading to degradation in authentication for customers from approximately 13:35 UTC to 14:40 UTC. RSA Engineering determined that during this time, one of the data service optimizers was experiencing higher-than-normal latency, which impacted the authentication workflow. Some customers experienced timeouts while accessing the Cloud Administration console during this period. **Mitigation Actions:** RSA SaaS Operations was able to identify and disable the impacting workflow to mitigate the risk. We have been continuously monitoring this environment since then. **Recovery:** RSA is continuously taking steps to improve the RSA SecurID Access service and our processes to help ensure such incidents do not occur in the future. In this case, steps include \(but are not limited to\): · Updating the data service queries to reduce the likelihood of a sub-optimal query being selected by the data services optimizer. · While our standard failover procedure would typically be triggered in such incidents, we did not failover to our secondary processing site as the threshold for failover had not been met. Although the service was degraded, we were still processing successful authentications during this period. RSA is reviewing the threshold data from this incident to ensure it aligns with customer experience and service requirements.