*** Due to employee vacations and the upcoming holiday period, support response times may be delayed. ***
We appreciate your patience and will endeavor to address your request as quickly as possible.
---------------------------------------------------------------------------------------------------------------
| Info |
|---|
MAINTENANCE NOTIFICATIONIN SHORT: You may have noticed some service disruption in the last 2 weeks in our data processing. We are pleased to inform you that everything is now stabilized and running smoothly. Please see below for more information, root cause and countermeasures.After thorough investigation, we determined several causes for instability on the Onetrail platform. The main challenge was in the product data processing that we do overnight. We process almost 70 million incoming prices every night. One or more of these processes caused an overload on the server and prevented us to complete all process steps before the morning. The nightly processes were then interfering with the processes operating during the daytime, such as the order exchanges. We have now added an extra server to prevent the data process overload. Since then we have been moving several processes to the new server one by one to continuously decrease the workload on the other servers. Each night the new process sequence was tested and improved until we can now safely say we are up and running and stable again. To prevent such overload to happen in the future, we added additional monitoring and alerts on all servers and processes. We realize that your business relies on our data processes as much as our own. For the rest of the year we have allocated more development resources and our CTO has been assigned to find and act on other possible improvements to increase the ongoing stability of our platform. We sincerely apologize if you were one of the customers experiencing issues from these data processing hick-ups. If you have any other questions or require additional information, please feel free to contact our Customer Care department at business hours. |
| Warning |
Regular maintenance:To ensure our platform remains secure and up to date, we perform regular system restarts every Monday evening. Please note that during these restarts, brief downtime may occur between 18:30 and 23:00 CET. In addition, on every third Monday of the month, we carry out system patching. During this maintenance window, the platform will be unavailable between 18:30 and 23:00 CET. We appreciate your understanding and cooperation. Onetrail Support INCIDENT NOTIFICATIONNo issues on the platform, everything is running smoothly. |
