Service Disruption - Investigate Portal & API

Incident Report for GBG

Postmortem

Our cloud hardware provider suffered an unexpected server failure. This caused the database to failover to the secondary node while a full backup was running. There was a reduced availability of the service and customers were unable to login. Backups have now been moved to a different time with future works to speed up the time required for the backups as well as improve the availability of the database when fewer instances are available.

Posted Jun 01, 2023 - 11:24 BST

Resolved

We're pleased to inform you that the service disruption has now been resolved and users should be able to use the system as normal. A root cause analysis report containing further detail around the problem cause and resolution will be shared with you shortly.

The incident duration was between 09:17 – 13:52 BST 21/05/2023

To customers that have been affected by this issue, we would again like to apologise.

Posted May 21, 2023 - 14:06 BST

Investigating

We are investigating an issue affecting our service. We apologise for the impact this may be having on your business. Our Incident Team is working to identify the root cause and implement a solution as a priority. We hope to advise you within a few minutes that the issue has been resolved, should this not be the case we will provide a further update and estimated resolution time at 14:30 BST 21/05/23

Posted May 21, 2023 - 13:40 BST

This incident affected: GBG Investigate (Investigate Portal, Investigate API).