Degraded performance
Incident Report for Dixa


Between 10:40 to 11:26 CET on the 1st of June, the agent interface presented multiple errors with different services and prevented some users from logging in.

With the first reports from customers starting, the Incident process was triggered.

Our incident manager involved the relevant engineering teams and management at 10:44hs, and an active investigation began.

After further examination, our engineers identified the root cause, which seemed to be related to the simultaneity of scheduled maintenance and a recent deployment.

AT 11:07hs, we deployed a fix and started to see improvements in all services.

We continued actively monitoring until complete recovery.

At 11:26 hs, the incident was resolved.

We have taken action and established a new procedure for future maintenance.

We are genuinely sorry for the disruption.

Timeline (all times are in CET):

10:40 We had the first customers reporting issues.

10:43 We became aware of errors spiking in our alert systems.

10:44 Incident management process triggered. Our status page was updated.

11:07 The problem was identified and fixes implemented.

11:18 Error rates were back to normal. Status updated to Monitoring.

11:26 The issue was resolved.

Posted Jun 09, 2022 - 16:40 CEST

All known issues to this incident have been resolved. We thank you for your patience and cooperation.

Post mortem about this incident will be posted within 5 business days.
Posted Jun 01, 2022 - 11:26 CEST
We are happy to inform you that our teams have deployed a fix for the issue. We are seeing significant improvements for all services. We will continue to monitor the results.

Next update at 11:45
Posted Jun 01, 2022 - 11:18 CEST
We are experiencing some difficulties with the agent interface, with multiple errors. We are investigating the matter.

Next update at 11:30hs
Posted Jun 01, 2022 - 10:55 CEST
This incident affected: Agent Interface (Agent Interface).