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Home > Resolved: Google Cloud outage impacting EU hosted customers

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November 12, 2021 – 12:38PM CET – Google Cloud confirmed the issue with Google Cloud infrastructure components has been resolved for all affected products. SnapEngage confirmed that there has been no further disruptions for the last 90 minutes.

November 12, 2021 – 11:01AM CET – Our monitoring and alerting is showing that all systems have recovered. Google Cloud is not confirming the resolution of the incident yet though.

November 12, 2021 – 10:54AM CET – Google confirmed experiencing an issue with multiple Google Cloud components.

November 12, 2021 –  10:02AM CET – P1 ticket acknowledged and is being worked on by Google Cloud.

November 12, 2021 –  09:53AM CET – Following Operation verifications that the issue was not on the SnapEngage managed infrastructure, a P1 ticket has been opened with Google Cloud.

November 12, 2021 –  09:35AM CET – Our monitoring and alerting systems is reporting increased errors and latency for our SnapEngage EU customers, and to SnapEngage resellers and single tenant customers hosted in our European Google Cloud datacenter location in Belgium. The main SnapEngage multi-tenant offering hosted in the USA and other resellers and single tenant hosted outside of the Belgium data center are not impacted.

The issue our impacted customers will notice are:

  • general slowness of the platform — some actions that usually take less than a second may take several 10s of seconds
  • some unexpected error rate (“server error” pages showed in different areas of the apps)

Some customers will not notice any impact though.

 

Published November 12, 2021

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