Important Notice April 7th, 2022 - Transaction Delays (IT Glue North America Datacenter)

We would like to extend our sincerest apologies to all partners on the North American datacenter who experienced delays and service interruptions on April 4th and 5th, since our last update on Friday, April 1st.  The intermittent service interruptions that happened on April 4th and April 5th were part of the cascade of events that happened due to the unplanned database upgrade by AWS last Tuesday, March 29th. 

 

This unexpectedly caused a longer maintenance window than originally planned and a backlog of queued syncs and tasks which resulted in delays from April 1st in certain areas of the application including account exports, runbooks, sync times between integrations, imports, merge/move/copy operations and Flexible Asset updates. These delays will be resolved after all of the sync tasks have been processed by our platform and we expect this to be resolved in the next few days. Rest assured these functionalities are still available to you, but they are taking longer than what you have grown accustomed to.

Our engineering team is actively looking at a few strategies to speed up the delayed sync tasks mentioned above. We understand the inconvenience that this has caused your business and we really appreciate your patience during this challenging time. We are making good progress and hope to catch up as soon as possible.

 

In addition, we wanted to assure you that this was NOT caused by a security breach or any other security incidents, despite many rumors circulating on social media platforms. IT Glue continues to be a very secured documentation platform for your business. The intermittent service interruption and delay are solely a result of database maintenance. 

 

Providing you optimal performance level and implementing preventative database optimization plans are now our TOP priority for our entire engineering team. We appreciate your continuous support and partnership.

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