Incident Summary:

  • Date: Tuesday, May 7th, 2024
  • Time:
    • Issue Start: 9:30 AM EST (estimate)
    • Issue Resolution: 4PM EST (estimate)
  • Affected Users: All Sparkrock 365 customers in Canada
  • Impact: System slowdowns or unable to load

 

Description:

All Sparkrock 365 user are impacted, system is extremely slow.

 

Initial Communication:

An email will be sent to all Sparkrock 365 customers acknowledging the performance issue and informing them that the Sparkrock support team is actively investigating the problem in collaboration with Microsoft. 

 

Resolution:

Issue was resolved by MS Support team with the following message:
"...the issue was related to a node where the tenants are allocated. This node has been restarted and has undergone various processes to ensure its functionality, so your clients should notice a significant improvement.”

 

Root Cause:

The root cause was the node where Sparkrock services were running. Microsoft migrated all our tenants to a new node where we observed performance is now optimal.

 

Additional Notes:

Microsoft Support case # 2405070040006265

  

Next Steps:

N/A

 

Date:

2024-05-07