Service Incident May 5th 2016 Access issues for some customers

19:28 UTC | 12:28 PT
Performance impacting issues affecting some customers access to their accounts has now been resolved. Postmortem to follow:


Customers were unable to access tickets and were presented with green screens (500 level errors). The issue was caused by a deployment that went out earlier in the day. Once the issues caused monitoring alerts to be fired, the deployment was rolled back; however, the bad data still persisted until we cleared the cache on the servers. Once the cache was cleared, services returned to normal.

To help mitigate this kind of issue, we are investigating more comprehensive rollback mechanisms, as well as creating better internal documentation on appropriate deploy processes.


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