Resolved after 2 days 1 hour, affecting Synergy App, on January 25, 2024.
**Overview:** On January 26th, 2024, between 10:00 and 12:00 AEDT, our platform experienced functionality degradation due to an issue with a third-party component. While the incident did not result in downtime, it adversely affected the user experience during the specified timeframe. **Incident Details:** The incident stemmed from a malfunction within one of our third-party components. Although we maintain multiple instances of this component to ensure resiliency, some customers were affected. The reduced capability manifested as problems with invoicing and slow performance in selected screens. **Resolution:** Our team responded to the incident by reprovisioning the faulty component, thereby restoring full functionality to the affected areas of the platform. Additionally, we promptly reported the issue to the third-party provider for further investigation and remediation. This investigation is still proceeding.
Affected components
Update timeline
- investigating Jan 25, 2024, 11:52 PM UTC
There is currently an issue with Synergy relating to a 3rd party component - we have reported this issue to the third party and are actively working on a resolution.
- monitoring Jan 26, 2024, 01:08 AM UTC
A fix has been implemented and we are monitoring the results. Preliminary testing suggest resolution.
- resolved Jan 28, 2024, 01:11 AM UTC
We have confirmed resolution. We are still working with the third party provider on analysing the root cause analysis for this issue to prevent future occurrences.
- postmortem Feb 07, 2024, 04:51 AM UTC
**Overview:** On January 26th, 2024, between 10:00 and 12:00 AEDT, our platform experienced functionality degradation due to an issue with a third-party component. While the incident did not result in downtime, it adversely affected the user experience during the specified timeframe. **Incident Details:** The incident stemmed from a malfunction within one of our third-party components. Although we maintain multiple instances of this component to ensure resiliency, some customers were affected. The reduced capability manifested as problems with invoicing and slow performance in selected screens. **Resolution:** Our team responded to the incident by reprovisioning the faulty component, thereby restoring full functionality to the affected areas of the platform. Additionally, we promptly reported the issue to the third-party provider for further investigation and remediation. This investigation is still proceeding.
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