We would like to provide you with an update regarding the performance issues encountered within one of the database clusters in the US data centre on April 29, 2024. This issue affected customers being served from the affected database cluster.  We deeply regret the degraded performance issues you may have faced and want to assure you that we are actively working on mitigating and resolving the issue.

The issue was caused by a sudden increase in response time in a specific database cluster, subsequently affecting the performance of our application servers and leading to backlogs. To mitigate this, we temporarily paused certain backend jobs within the affected cluster. Additionally, we temporarily swapped the load from the master database, which cleared the backlog of requests and restored normal operations.

Currently, we are analyzing the issue and adjusting parameters to prevent similar issues in the future. Simultaneously, we are in the process of distributing the load from the affected cluster to a new cluster as an improvement measure, with completion expected within a week. 

We recognize the importance of maintaining a reliable system for your business operations and extend our sincere apologies for the impact caused. 

We appreciate your understanding and patience during this time.

Thanks & Regards,

ServiceDesk Plus Cloud Support Team