Summary
Some clients are currently experiencing system latency and performance issues in our US region, particularly at the top of each hour. This may manifest as lag when navigating the system, delays or failures in actions such as enrollments, and delays or failures in scheduled reports and emails.
Impact
Absorb recognizes the severity of this issue and has mobilized extensive resources to investigate the underlying cause.. As part of our efforts, we are conducting extensive stress testing, which may temporarily exacerbate performance latency and delays. We take client inconvenience seriously and understand the significant impact these issues have on your business. We do not take these actions lightly and are fully committed to resolving the problem as quickly as possible.
Action Required
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Next Steps
Resolving this issue is our top priority, and we are dedicated to restoring a seamless LMS experience for all affected clients. We are utilizing teams from multiple time zones to work around the clock on this issue, ensuring that we leverage our global expertise to find a solution as swiftly as possible.
We greatly appreciate your understanding and patience as we continue to address this critical matter and will keep you informed of any updates.
Original Announcement Date: June 18, 2024 at approximately 4:50 PM MDT
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Comments
We would like to provide an update on our ongoing efforts to resolve the recent performance issues.
On June 18th, we implemented several key adjustments to improve stability in the US region. While these changes have shown positive results, the reduced traffic volumes due to the US holiday have made it challenging to fully assess their effectiveness.
As part of our continued investigation, we will be conducting additional tests tomorrow. Please note that these tests may cause some fluctuations in performance as we work to identify and resolve the root cause of the issue.
Our team is committed to ensuring the stability of our services, and we will continue to keep you informed of our progress.
Following our recent adjustments, we have continued to observe improved stability in the US region. However, our investigation is still ongoing to ensure a thorough resolution.
From tonight (June 20th) through Friday morning (June 21st), we will be conducting additional tests to further diagnose the underlying issues. Please be aware that, as before, these tests may cause some fluctuations in performance.
We are committed to maintaining the stability of our services and will keep you informed of our progress.
Following our recent adjustments, we have continued to observe consistent stability in the US region, and we are confident that the performance has been restored. Despite some fluctuations during our testing phase, we have not seen any recurrence of the issue.
Our teams will continue to closely monitor the system throughout the weekend to ensure ongoing stability and address any potential concerns that may arise. We are committed to maintaining the integrity of our services and will provide further updates as necessary.
Thank you for your patience and understanding as we work to ensure a seamless experience for all our clients.
Following our recent adjustments, we have continued to observe performance stability in our US region. Our weekend observations did not detect any concerning issues, reinforcing our confidence in the system’s current stability.
In an effort to identify the root cause of the previous top-of-the-hour system latency issues, we will be conducting additional testing this evening. Please be aware that, as before, you may notice some performance fluctuations during this testing period.
Our team remains committed to ensuring the integrity of our services and will continue to monitor the system closely. We appreciate your patience and understanding as we work diligently to maintain a seamless experience for all our clients.
We are pleased to report that after consistent monitoring and testing, we have observed stable performance in our US region for the past six days. During this time, we conducted extensive testing to gather data and ensure the reliability of our services. Based on the results, we are confident that the top-of-the-hour performance spikes have been resolved.
No further testing that could cause performance fluctuations is planned at this time. Our team will maintain routine monitoring of the system to ensure ongoing stability and provide a seamless experience for all our clients.
Thank you for your patience and understanding throughout this process. If you have any questions or need further assistance, please don't hesitate to reach out to our support team.
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