Alerts Triggering Unexpectedly

Incident Report for BetterCloud

Resolved

This incident has been resolved. All Alerts are triggering as expected. If you have any questions or concerns, please contact our Support Team: support@bettercloud.com

Posted Feb 27, 2021 - 23:01 EST

Update

We have processed the queued Alerts for the vast majority of domains and are working through a small remaining backlog overnight. Go-forward Alerts are still triggering as expected. We appreciate your continued patience and will provide another update tomorrow. If you have any questions or concerns, please contact our Support Team: support@bettercloud.com

Posted Feb 26, 2021 - 19:31 EST

Update

We continue to process the backlog of queued Alerts and expect to be fully caught up by the end of the day. Go-forward Alerts are still triggering as expected. If you have any questions or concerns, please contact our Support Team: support@bettercloud.com

Posted Feb 26, 2021 - 11:09 EST

Monitoring

Our Engineering team has deployed the fix for this issue as of 5:00 AM ET and go-forward Alerts are triggering correctly since then. Processing of all queued Alerts began in parallel and will take some time to complete. Alerts Triggered views will be slightly out of sync as processing continues. Thank you for your understanding and patience. If you have any questions or concerns, please contact our Support Team: support@bettercloud.com

Posted Feb 25, 2021 - 10:19 EST

Update

Our Engineering team is currently testing a fix for this issue that will enable go-forward Alerts to trigger normally. Once the fix is validated and published, processing of all queued alerts will be addressed relatively soon afterwards. While progress toward a resolution of this issue continues, Alerts remain paused. We appreciate your continued patience, and we will provide a further update as soon as possible.

Posted Feb 24, 2021 - 18:50 EST

Update

Alerts are currently paused and not triggering as we finalize our remediation plan for this issue. While we expect Alerts to resume triggering going forward by the end of the day, customers may notice some delays as we reprocess traffic to correct the previously affected Alerts.

Posted Feb 24, 2021 - 13:00 EST

Identified

Our engineers have identified the root cause of the issue and are working towards a resolution to ensure alerts are not triggering incorrectly. We will continue to provide updates here. If you have any questions, please contact Support: support@bettercloud.com

Posted Feb 23, 2021 - 19:53 EST

Update

Our engineers are continuing to investigate an issue that caused some Alerts to trigger unexpectedly. We will continue to provide updates in this space. If you have any questions, please contact Support: support@bettercloud.com

Posted Feb 23, 2021 - 18:36 EST

Investigating

We are investigating reports that some Alerts have triggered unexpectedly for a subset of Users. We will provide another update as soon as we have more information. If you have any questions, please contact Support: support@bettercloud.com

Posted Feb 23, 2021 - 16:55 EST

This incident affected: BetterCloud (Alerts).