Aera Platform is unavailable

Summary:

On 29th July 2024, internal monitoring and alerting detected an issue with accessing the Aera platform. The investigations revealed that a configuration setting had been incorrectly managed as a result of a miscommunication by one of our vendors. The Infrastructure Engineering team promptly resolved the issue by updating the configuration, restoring full functionality. Moving forward, we are collaborating with our vendor to ensure better communication regarding configuration changes. We are also working to enhance our internal processes for monitoring and managing these types of configurations to prevent future disruptions.

Customer Impact:

Due to this issue, customers were unable to access the Aera platform.

Root Cause:

The root cause of the issue was an incorrect configuration setting preventing internal services from communicating with each other, resulting in unavailability of the platform.

Remediations:

The Infrastructure Engineering team addressed the issue by updating the configuration, which immediately restored access to the Aera platform.

Future Mitigating Actions:

Enhance internal processes for monitoring and managing vendor-provided configuration.

We have confirmed internally and with our customers that the Aera platform is now fully restored.

We appreciate your patience during this incident and apologise for any inconvenience that this issue may have caused. Our teams are now working on documenting a comprehensive root cause analysis which we will share with you shortly.

If you have any questions or experience any further problems please don’t hesitate to reach out to our Support team at support@aeratechnology.com

The majority of customers are now able to access the Aera Platform. Our engineers continue working to restore the platform for the remaining impacted customers. We will continue to keep you informed as the remediation progresses. We appreciate your continued patience whilst we work towards resolution.

We have identified the cause of Aera Platform issues. Our engineers are actively working to restore service as quickly as possible. Thank you for bearing with us whilst we work through these issues.

This notice is to advise you that we are receiving reports of our customers experiencing difficulties with the platform. We are actively investigating and will provide regular updates until the issues are resolved.

Our apologies for the inconvenience this may be causing and we appreciate your patience as we investigate further.