Incident Notification: [Thursday, 19th of September, 2024] Workspaces not loading - High Impact on EU system

[Resolved] Hoylu Incident Alert – [Thursday, 19th of September, 2023, 10:45 UTC] - Workspaces not loading - High Impact on EU system

Earlier tonight (18/19 September 2024), Hoylu’s platforms experienced degraded functionality. The issue was caused by an unhealthy Azure service, which impacted the performance and reliability of our platform.

Incident Summary:

• Time of Impact: 18th Sep 2024 23:41 p.m. (UTC) to 19th Sep 2024 7:12 a.m. (UTC)
• Cause: The disruption was triggered by an unhealthy service within the Microsoft Azure platform, specifically related to Virtual Machine Scale Sets, which resulted in downtime and degraded performance for our services.
• Affected Functionality: Loading Workspaces
• Affected Systems: EU system
• Resolution: Our engineering team worked to identify and resolve the issue as quickly as possible. Normal service has been restored, and we are continuing to monitor the situation to ensure full system stability.

Next Steps:

We are conducting a thorough review of this incident and working with Microsoft Azure to prevent such occurrences in the future. Additional safeguards will be implemented to minimize the risk of recurrence and increase the fault resistance of the platform.

We sincerely apologize for any inconvenience this incident may have caused. If your business was significantly affected, we encourage you to reach out to our customer success team at support@hoylu.com.