SSL Certificate Renewal is delayed

Update timeline

1. identified Mar 26, 2023, 12:40 PM UTC

   If you need to send immediately, please use the prior cert. We are working to resolve the issue with the new certs.

2. identified Mar 26, 2023, 12:58 PM UTC

   Customers who have updated to new cert (public cert), will get error while sending XML payload through claimsearchgwp.iso.com. Customers who have not updated to the new cert will not be impacted

3. resolved Mar 26, 2023, 02:04 PM UTC

   This incident has been resolved.

4. postmortem Sep 25, 2023, 08:20 PM UTC

   **RETROSPECTIVE SUMMARY:** Incident date: 25th March 10:21 PM Resolution date: 25th March 11:26 PM Retrospective date: 27th March. **CUSTOMER IMPACT:** Delay in the claims process by an hour. **ROOT CAUSE:** On March 25th, the certificate for the domain [ccacts.iso.com](http://ccacts.iso.com) expired. The ACM was unable to renew this certificate as the validation request was not completed by the domain owners. This resulted in the Tokenization SSL error when connecting to CTS, which is impacting the claims being processed. The lambda step function was retrying multiple times during the certificate expiry. **MONITORING:** Are there any improvements in monitoring and alerts? Yes. The Heightens team is already revisiting the existing monitoring to check why the alerts did not trigger during this incident. Are there any improvements in the troubleshooting process that could reduce the resolution time? The incident management team was not paged during the incident, that delayed in reaching out the incident management team. Reiterate the Dev team to page the incident management team in Pager Duty. **CHANGE:** Was this incident caused by a change? No **RCA CATEGORY:** Human Error. **CORRECTIVE ACTION:** The DNS team approved the validation request, and the certificate was automatically renewed. **PREVENTIVE ACTION ITEMS BY POINT OF FAILURE:**