Service Disruption- StarRez Payments - North America, Asia Pacific

Incident Report for StarRez Cloud

Postmortem

StarRez Root Cause Analysis

Partial StarRez Payment Service Outage July 11th, 2024

StarRez payments functionality became unavailable for a subset of North American and APAC customers, preventing users from making payments.

Root Cause

At 3:15 EDT Payments Service was unable to redirect a subset of users to payment gateways preventing payments.

Resolution

At 13:01 EDT Payments Service was restored and impacted customers were able to successfully make payments.

Next Steps

We will investigate this incident further to determine if any modifications or improvements are necessary.

Posted Jul 23, 2024 - 23:33 UTC

Resolved

Monitoring has confirmed that payments continue to be successful across all regions. A Root Cause Analysis will be provided after further investigation occurs.

Posted Jul 11, 2024 - 21:11 UTC

Monitoring

Starting on July 11th 03:15 EDT , and July 12th at 17:15 AEST, The StarRez Central Payment Service experienced an outage, in all North America and Asia Pacific regions, preventing end users from being about to make outbound connections to payment providers. Engineers were able to remediate this outage on July 11th at 13:01 EDT, and July 12th at 03:01 AEST.

During this time end users in these regions could not make any successful payment requests.

StarRez will continue to monitor for any future outages.

Posted Jul 11, 2024 - 17:40 UTC

This incident affected: StarRez Core Functionality (StarRez Cloud Payment Service).