Description: Flexera One - IT Visibility - EU - Data Processing Delayed

Timeframe: October 29th, 7:05 AM to October 29th, 9:28 AM PDT

Incident Summary

On Tuesday, October 29, 2024, at approximately 7:05 AM PDT, we experienced a delay in data processing for IT Visibility (ITV) Dashboards in the EU region. While customers could still access the ITV Dashboards, the displayed data was outdated due to interruptions in real-time updates. The issue did not impact other ITV services, including the API, which continued to operate as expected.

Our service provider identified a temporary disruption in their data integration systems, impacting data updates for multiple customers. To prevent further data inconsistencies, we temporarily paused our data integration process in the EU region while the provider worked to resolve the issue.

Once the provider restored their services, we resumed data processing and monitored closely as the backlog was cleared. By 9:28 AM PDT, data processing had returned to real-time status, and platform stability was fully restored.

Root Cause

The delay in data processing for IT Visibility (ITV) Dashboards in the EU region was due to a temporary disruption in our service provider’s data integration systems. This disruption impacted multiple customers relying on similar data processing workflows. As a result, dashboards displayed outdated information while data continued to accumulate in the backlog.

Remediation Actions

1. Service Provider Collaboration: A high-priority support ticket was opened with the service provider to expedite their investigation and resolution efforts.
2. Disabling Data Integration: Following guidance from the service provider, we temporarily disabled the data integration process in the EU region to prevent further inconsistencies in data.
3. Monitoring and Status Updates: Active monitoring was initiated to track any changes, and status updates were regularly posted to keep customers informed.
4. Re-enabling Data Processing: Upon confirmation from the provider that the issue was resolved, the data integration process was re-enabled to begin clearing the backlog.
5. Extended Monitoring: Continuous monitoring ensured that data processing resumed as expected, allowing the system to return to real-time data updates across ITV Dashboards.

Future Preventative Measure

• Collaborative Post-Incident Review: A comprehensive post-mortem review has been requested from our service provider to thoroughly understand the root cause. Based on the findings, we will work closely with their team to implement enhanced safeguards and preventive strategies, reinforcing data processing reliability and minimizing the risk of recurrence in similar incidents.