Hypercare Status - United States

Hypercare Status - United States

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Aug 21, 2020 2:05 PM EDT

Degraded performance for the platform

Updates

  • Aug 24, 2020 5:00 PM EDT

    We sincerely apologize for the inconvenience caused by our temporary system downtime. We are happy to announce that our system speed issues have been resolved and Hypercare should be fully functional. User experience is of paramount importance to us and we want everyone to have a great experience on Hypercare. Additional internal testing has been added before product releases to ensure that we mitigate the risk of future system issues. Thank you for your patience and understanding. Please let us know if you have any further questions or concerns.

    Resolved
  • Aug 24, 2020 4:20 PM EDT (40 minutes earlier)

    Speed has increased back to normal. We are currently not 100% sure we have resolved the root issue and continue to monitor this. Everything is operational for the time being and faster than it was previously.

    Monitoring
  • Aug 24, 2020 2:00 PM EDT (2 hours and 20 minutes earlier)

    Given the lower amount of usage as well, the server is responding well as it recovers. We are looking into the root cause still. The server is still being treated internally as unstable until further notice.

    Monitoring
  • Aug 24, 2020 1:45 PM EDT (15 minutes earlier)

    We are mitigating this issue by moving towards a patch where we plan to cycle through cloud instances to avoid delay transactions. This will start being rolled out and hopefully this can give us additional time to figure out the root cause without significant delays over the platform.

    Monitoring
  • Aug 24, 2020 12:37 PM EDT (1 hour and 8 minutes earlier)

    The problem has become worse and we are now experiencing on and off downtimes (min each). We are attempting to find out the root cause and restart service as soon as possible.

    Monitoring
  • Aug 24, 2020 12:22 PM EDT (15 minutes earlier)

    We are continuing to monitor for any further issues.

    Monitoring
  • Aug 24, 2020 12:09 PM EDT (13 minutes earlier)

    We currently have a few theories in place on why this is happening and currently proving/disproving theories in place. We apologize for the latency once again and we will be doing our best to resolve this in a timely manner.

    Monitoring
  • Aug 22, 2020 8:00 AM EDT (2 days, 4 hours, and 9 minutes earlier)

    Setup a mitigation strategy while we work towards a full solution.

    Monitoring
  • Aug 21, 2020 2:10 PM EDT (17 hours and 50 minutes earlier)

    Delivery Receipts are working as expected.

    Monitoring
  • Aug 21, 2020 2:05 PM EDT (5 minutes earlier)

    We are finding common actions on Hypercare is taking longer than usual. We are attempting to figure out the root cause and set some patches while the longer fix will be introduced.

    Identified