Service disruption from Imperva affecting west coast transactions

Update timeline

1. resolved Jul 06, 2023, 08:24 PM UTC

   Please be advised that from approximately 12:50-2:00pm EDT/ 16:50-6:00pm UTC there was service disruption from Imperva affecting west coast transactions. All services are now back to normal system processing.

2. postmortem Sep 26, 2023, 07:21 PM UTC

   **RETROSPECTIVE SUMMARY:** Incident date: 7/6/2023 Resolution date: 7/6/2023 Retrospective date: 7/11/2023 **CUSTOMER IMPACT:** Southwestern ClaimSearch users were unable to access certain url's during the outage **ROOT CAUSE:** 3rd party Vendor \(Imperva\). **MONITORING:** Are there any improvements in monitoring and alerts? No. We did receive Pingdom Alerts but this was inconsistent since it self-corrected when Pingdom source went to a non-effected region. Are there any improvements in the troubleshooting process that could reduce the resolution time? Not from our side. A more timely Status Page from Imperva would have helped **CHANGE:** Was this incident caused by a change? No Was the change tested in Production? Was the change tested in Acceptance? Is there any due diligence that needs to be done to avoid similar incidents caused by a change? **RCA CATEGORY:** Vendor Infrastructure **CORRECTIVE ACTION:** No action taken by ClaimSearch Team - Imperva temporarily routed traffic to by-pass LAX data Center **PREVENTIVE ACTION ITEMS BY POINT OF FAILURE:**