Outage in Piano Software

VX Read only replica issues [EU region]

Resolved Minor
September 07, 2023 - Started over 1 year ago - Lasted about 20 hours
Official incident page

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Outage Details

VX read only replica in the EU region has been down since 12:27 UTC. The issue has been identified and Piano is working on a fix. Possible impact includes failure on some API read requests, email sending delays and report generation delays.
Components affected
Piano Software Piano ID and VX transactional Emails Piano Software API Endpoints - EU - api-eu.piano.io
Latest Updates ( sorted recent to last )
RESOLVED over 1 year ago - at 09/08/2023 08:37AM

The incident has been resolved and user mining information has been updated.

Our investigation concluded that this incident started due to an issue on AWS and we have received the following confirmation from them about it:
"Between 12:15 PM UTC and 1:55 PM UTC we experienced impaired connectivity, increased API faults, latencies and launch times affecting some instances in a single Availability Zone (euc1-az3) in the eu-central-1 Region."

MONITORING over 1 year ago - at 09/07/2023 07:54PM

Our monitoring is still showing that service has been fully restored. Some applications may still see outdated user mining information for the 13 minute affected period. A full reindexing will take place within the next 12 hours, and we will resolve this incident at that time.

MONITORING over 1 year ago - at 09/07/2023 01:17PM

A fix has been applied, the team are monitoring the system.

IDENTIFIED over 1 year ago - at 09/07/2023 01:06PM

VX read only replica in the EU region has been down since 12:27 UTC. The issue has been identified and Piano is working on a fix. Possible impact includes failure on some API read requests, email sending delays and report generation delays.

Latest Piano Software outages

[Piano Analytics] Incident supported by the on-call team - about 1 hour ago
[Piano Analytics] Delay in real-time data - 3 days ago
/access/check endpoint not returning correct entitlement info - 3 days ago
[Piano Analytics] Potential interface availability issues - 4 days ago
Elevated errors on VX checkout (US and EU regions) - 10 days ago

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