Incident Notification: [Tuesday, 26th of November, 2024] Hoylu’s platforms experienced degraded functionality.

[Resolved] Incident Alert – [Tuesday, 26th of November 2024, 3:28pm EST] - Hoylu’s platforms experienced degraded functionality - Low Impact on EU system

Incident Summary:

Users were unable to log in between approx. 3:28 PM EST through 3:42 PM EST, and anything that required auth service would not have been working in that same timeframe.

• Time of Impact: 26th of November 2024 3:28 PM EST through 26th of November, 2024 3:42 PM EST.
• Cause: The Redis instance used for auth service was disrupted, which lead to auth service going unhealthy, which in turn made several other services unhealthy, and caused the system to restart.
• Affected Functionality: Login and disrupted connection of services.
• Affected Systems: EU system
• Resolution: Our engineering team worked to identify and resolve the issue as quickly as possible. Normal service was fully restored within minutes of the initial reported incident, but we are continuing to monitor the situation to ensure full system stability.

Next Steps:

We are conducting a thorough review of this incident. 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.