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Is there an Retention Science outage?

Retention Science status: Systems Active

Last checked: 4 minutes ago

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Retention Science outages and incidents

Outage and incident data over the last 30 days for Retention Science.

There have been 0 outages or incidents for Retention Science in the last 30 days.

Severity Breakdown:

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Components and Services Monitored for Retention Science

Outlogger tracks the status of these components for Xero:

Campaign Reporting and Analytics API Active
Cortex Application (Main Dashboard) Active
Data Imports Service Active
Events and Tracking API Active
Filtering and Segmentation Service Active
Recommendations API Active
Reporting Active
Smart Blast / Promo Blast Sends API Active
SMS Active
Support Active
Template Tools Active
Transactional Sends API Active
Users API Active
Component Status
Campaign Reporting and Analytics API Active
Cortex Application (Main Dashboard) Active
Data Imports Service Active
Events and Tracking API Active
Filtering and Segmentation Service Active
Recommendations API Active
Reporting Active
Smart Blast / Promo Blast Sends API Active
SMS Active
Support Active
Template Tools Active
Transactional Sends API Active
Users API Active

Latest Retention Science outages and incidents.

View the latest incidents for Retention Science and check for official updates:

Updates:

  • Time: April 22, 2024, 6:25 p.m.
    Status: Resolved
    Update: We found a missing configuration that did not carry over from the old version of the database to the new. We added this configuration on Friday around 6pm Pacific, which has fixed the problem with our big data operations on our Subscription service database for all clients. We monitored over the weekend, and there were no further errors. This issue has been resolved. We have taken steps to make sure all of our databases have this configuration and will be monitoring any similar issue with other databases going forward.
  • Time: April 19, 2024, 10:32 p.m.
    Status: Identified
    Update: The issue has been identified and a fix is being implemented.
  • Time: April 19, 2024, 10:32 p.m.
    Status: Investigating
    Update: We are continuing to investigate. The issue seems to have started on April 14th when we applied a AWS-required MySQL 5.7 => 8 upgrade to our Subscription service database. This has apparently caused some unforeseen performance issues when running multiple sites' machine learning jobs. We will be upgrading the database instance size in order to sidestep the space issue temporarily. Our hypothesis is that this will buy us some time and (hopefully) allow our big jobs to continue running. Meanwhile, we will be investigating how to make the disk usage more efficient, or resolve the issue overall.
  • Time: April 19, 2024, 9:20 p.m.
    Status: Investigating
    Update: We are currently investigating, but it seems one of our databases has run out of temporary disk space to unload large tables to our machine learning algorithm. Not all sites are affected, and it seems to primarily be an issue for larger sites (many millions of users). We are looking to remediate this, but also we're trying to find out why this suddenly started happening even though we haven't changed much on the database server side. We will update here with more findings as we have them.

Updates:

  • Time: April 17, 2024, 6:04 p.m.
    Status: Resolved
    Update: Date Started: March 27th Date Resolved: April 11th Cause of Incident: A Migration/Upgrade to MySql v8 per Amazon AWS requirements occured on March 26th. When the migration happened there was a small bug in the code/query around NULL date values. This caused rows in our AI predictions output to go missing. Any row that had a date or timestamp or a 0 or null or date outside the normal range would cause that row to be removed entirely from the output. This was something the new version of sql was sensitive to that the old version of sql was not. How we will prevent this from happening in future: A Database migration is not a frequent occurrence, something that happens once every 4 years so so. We will do a better job in QAing by involving the Client Success team to QA a few of their largest clients to make sure no anomalies are occurring with the stages and engagement.

Updates:

  • Time: April 2, 2024, 6:36 p.m.
    Status: Resolved
    Update: Large amount of requests from one client caused an 11pm - 1:42am Pacific downtime (almost 3 hours) in various APIs and parts of our site. We have reduced concurrency on some services so we are less likely to see this happen again.

Updates:

  • Time: April 1, 2024, 8:11 p.m.
    Status: Resolved
    Update: Downtime for members.retentionscience.com - users were unable to access page. Incident has been resolved.

Updates:

  • Time: Feb. 1, 2024, 8:52 p.m.
    Status: Resolved
    Update: This incident has been resolved.
  • Time: Feb. 1, 2024, 5:50 p.m.
    Status: Investigating
    Update: We are currently investigating this issue for immediate repair

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Frequently Asked Questions - Retention Science

Is there a Retention Science outage?
The current status of Retention Science is: Systems Active
Where can I find the official status page of Retention Science?
The official status page for Retention Science is here
How can I get notified if Retention Science is down or experiencing an outage?
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What does Retention Science do?
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