The following is the incident report for the Sisense incident that occurred on May 18, 2020 from 8:44 AM PST to 5:30 PM PST. This issue specifically affected customers on the community cache clusters. These customers were not able to access their usage data for the period of the outage. We understand the impact this had on our customers and sincerely apologize. We have taken a number of steps to prevent this issue from occurring in the future as detailed further below.
Our investigation into the issue found that the system degradation occurred due to the Usage Data Redshift clusters being incorrectly deleted as part of a larger efficiency project. These clusters should have been flagged for non-deletion but earlier modification to the code led to this flag being removed. As part of our efforts to rectify the system, the clusters were restored based off of an earlier snapshot. This restore allowed customers to be able to access and query their usage data again.
We are confident that we have identified the necessary corrections and are equipped to handle similar upgrades in the future. The team is committed to creating the most reliable data platform possible. As a response to this issue, we've made key improvements to our infrastructure:
For more information, please reach out to our Solutions Team at firstname.lastname@example.org or via live chat.