[Elluciansupport] Recruiter SaaS Incident Summary Report 1/20/16

[Host, Andy]

Please find the incident summary report for the partial outage on 1/20/16 is below. Reach out to your Engagement Manager if you have any questions or concerns.




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ELLUCIAN CLOUD SERVICES DATA CENTER

Incident Summary Report

Incident Date: 1/20/2016 11:31 p.m. (EST) - 11:47 p.m. (EST)

Confidentiality

Distribution of this document is limited. Access should only be granted to those with a business related need-to-know. If you have any questions pertaining to the distribution of this document, please contact your Engagement Manager.

Issue Summary/Time Frame
1/20/2016 11:31 p.m. (EST) - 1/21/16 12:06 a.m. (EST)

On 1/20/16 at 11:31 p.m. (EST), the production SaaS Recruiter environment in AWS experienced a partial outage lasting approximately 16 minutes. Within 9 minutes of customer environments alerting, the restart started.

On 1/20/16 at 11:47 p.m. (EST), restarts completed and all services were restored. Technical teams continued to validate that there were no other issues.

On 1/21/16 at 12:06 a.m. (EST), technical teams confirmed that all services were fully restored as of 11:47 p.m.

INC001115106 was created to document this incident.

Resolution
Services were restored after the automatic restart of the affected app pools.
Root Cause
An internal health check in the application layer failed, causing an automatic app pool restart to resolve the detected deadlock issue. Technicians will continue troubleshooting and reviewing logs to help determine the root cause of the deadlock.

Contact:        If you have any questions or concerns about this notification, please contact your Engagement Manager.
Thank You,
Your Ellucian Cloud Services Team









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