PRODUS - Integrations are performing slowly

Summary:

On 25th April, a subset of customers reported slowness in integration processing within the next generation East US2 Production environment. Internal teams identified infrastructure issues that caused service communication failures. After restarting the relevant services, the issue was resolved, and normal processing resumed. Moving forward, the engineering team is working on enhancing the system’s scalability and monitoring to prevent similar disruptions, with further improvements planned for elevated long-term stability.

Customer Impact:

Service delays affected integration flow performance for a subset of customers

Root Cause:

The issue was caused by a temporary limitation in system resource scaling, which affected service performance and integration processing.

Remediations:

The issue was promptly resolved by restarting the affected services, restoring normal operations.

Future Mitigating Actions:

Implementing additional proactive monitoring to identify potential service disruptions earlier.
Collaborating with engineering teams to improve system resilience and prevent similar disruptions from reoccurring.

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 Aera Support Portal

We are continuing to investigate the issues with integrations. 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 a subset of our customers experiencing difficulties with the Integrations. 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.