Visualsoft experienced a major incident on May 21, 2024 affecting Admin and Storefronts, lasting 1d 18h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 21, 2024, 10:27 PM UTC
We are aware of an outage in service, and we are investigating this as a matter of urgency with our hosting providers.
- investigating May 22, 2024, 08:54 AM UTC
We are continuing to see downtime and other related issues. Please be assured we are continuing to work on this urgently with our hosting provider, and will provide further updates as soon as possible.
- investigating May 22, 2024, 10:11 AM UTC
Work is still ongoing to restore normal service. If you are experiencing downtime you can see some additional advice here
- identified May 22, 2024, 02:19 PM UTC
We are continuing to work with our hosting provider to restore service.
- identified May 22, 2024, 04:49 PM UTC
Planned downtime: Installation of additional infrastructure: In order to protect against further issues with ANS we have made the decision to immediately install new infrastructure, including further power system redundancy. This change will provide additional redundancy while we continue with the root cause analysis. This will unfortunately result in a short, planned downtime for Visualsoft platform clients as we perform this installation. The installations will happen out of hours at 9pm tonight and will last for approximately 1 hour. Again, we apologise for the issues this has caused and thank you for your cooperation during this time.
- identified May 22, 2024, 09:08 PM UTC
We are still undergoing planned maintenance to install new infrastructure. We are working with our hosting provider to bring systems back online in a managed sequence. We anticipate that this will be concluded by 11pm.
- identified May 22, 2024, 09:58 PM UTC
The planned infrastructure changes are now in place, and we are in the process of bringing sites back online.
- monitoring May 22, 2024, 10:27 PM UTC
Planned maintenance is now complete and sites are back online. We are monitoring and completing further testing to ensure all is as expected.
- resolved May 23, 2024, 04:57 PM UTC
Following the planned downtime last night we have been monitoring service and have seen performance has now stabilised. Please rest assured we will be continuing to work through any open tickets relating to the effects of the service interruption. We would like to extend our thanks once again to all of our clients at this time for your understanding during this difficult period.