GBG Status - Service Disruption - Loqate / Legacy Verify services Everything Location, SaaS

Service Disruption - Loqate / Legacy Verify services Everything Location, SaaS

Incident Report for GBG

Postmortem

Incident Summary

On 23rd September 2024, GBG experienced an unexpected service disruption that affected legacy Verify services, including api.loqate.com and SaaS.Loqate.com. The disruption led to a temporary inability for customers to access certain services.

Root Cause

The root cause of the incident was traced back to the routine deletion of a legacy user account, which affected the API keys used by legacy Verify services. This deletion led to a cascade of failures across

various services that relied on these API keys for authentication and authorisation. The user account and keys were restored and reintegrated across Verify to restore service.

Actions and Reassurance

GBG is committed to ensuring the reliability and stability of our services, and are implementing multiple actions to prevent similar occurrences in the future. These actions include enhancing our monitoring and alerting mechanisms, improving our documentation processes, and reviewing our migration procedures. We appreciate your patience and understanding as we work diligently to enhance our service resilience. Our teams are dedicated to providing you with the highest level of service and support.

If you need any further information or assistance, please do not hesitate to reach out to our support team. Thank you for your continued trust in GBG.

Posted Sep 24, 2024 - 18:09 BST

Resolved

Support teams have now implemented a fix to restore service. A post-mortem will be shared in due course. We would like to apologise for any inconvenience this has caused.

The incident duration was between 16:45 – 18:59 BST 23/09/24

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

Posted Sep 23, 2024 - 19:05 BST

Identified

GBG Support Teams are currently implementing a fix to restore service shorty. Further updates to follow

We will update you at 18:40 BST or as soon as the issue is resolved. Thank you for your patience whilst we restore our service back to our usual level.

Posted Sep 23, 2024 - 17:48 BST

Investigating

Please be advised that we are experiencing a service disruption that may result in customers receiving system errors when using the Loqate services listed below.

We apologise for the impact this may be having on your business. Our incident team are working hard to identify and fix the root cause as quickly as possible. Further updates to follow.

Posted Sep 23, 2024 - 17:23 BST

This incident affected: Loqate (Verify).