Time: June 7, 2023, 5:50 p.m.

Status: Resolved

Update: After deploying a fix, our system is now stabilized and functioning. This incident is being considered resolved. We apologize for any inconvenience and disruption to service this caused to our customers transacting via Stripe.

Time: June 7, 2023, 5:32 p.m.

Status: Identified

Update: Spreedly is actively addressing an issue with our Stripe integration which is impacting customers transacting through this end point. We are expected to be in this degraded performance state for about 20 minutes, while we work to correct this issue.

Time: June 22, 2023, 3:56 p.m.

Status: Postmortem

Update: **April 27th, 2023 — Temporary resource contention in our environment resulted in 500 response errors** A code merge inadvertently prompted creation of a large queue which resulted in transitory transaction errors. **What Happened** A code merge inadvertently impacted batch processing services which created a large queue and which put pressure on a critical path database service. This resulted in some transitory errors for transactions, the majority of which were re-tried successfully.After the issue was resolved by restarting the processing service and the queues returned to normal, we refined our queue monitoring process to include additional monitoring conditions. **Next Steps** Work has been started to optimize our database performance in order to prevent similar issues in the future. **Conclusion** We apologize for this disruption to service, and will continue to drive internal improvements to avoid similar impact in the future.

Time: April 27, 2023, 2:20 p.m.

Status: Resolved

Update: After closely monitoring our resource utilization and confirming that all systems are stabilized and functioning as expected, this incident is considered resolved. No further customer impact is expected in association with this incident. We are completing our investigation with regards to the causes of the incident and any residual impact. A post incident review will be published. We apologize for any inconvenience and disruption to service this caused for impacted customers.

Time: April 26, 2023, 9:06 p.m.

Status: Monitoring

Update: While the previously experienced transaction errors are resolved, we are still monitoring our resource utilization closely until our system is confirmed stable. Customers may still experience some delays to services such as Dashboard reporting and callbacks. We will provide an update within 24 hours.

Time: April 26, 2023, 6:20 p.m.

Status: Monitoring

Update: We identified this issue was caused by a temporary resource contention in our environment and we have addressed it. We are monitoring to ensure this has fully resolved the issue.

Time: April 26, 2023, 6:05 p.m.

Status: Investigating

Update: We are actively investigating an issue which resulted in 500 errors responses being returned from Core. We have identified some customers have been impacted. We will update with additional information as this investigation progresses.

Time: April 26, 2023, 5:50 p.m.

Status: Investigating

Update: Spreedly has detected an issue that may impact customers, including potentially resulting in failed transactions. While we are providing an early notification in an effort to alert as quickly as possible, we are still investigating the actual scope and impact and will provide an update as soon as more details are available.

Time: June 22, 2023, 3:56 p.m.

Status: Postmortem

Update: **April 27th, 2023 — Temporary resource contention in our environment resulted in 500 response errors** A code merge inadvertently prompted creation of a large queue which resulted in transitory transaction errors. **What Happened** A code merge inadvertently impacted batch processing services which created a large queue and which put pressure on a critical path database service. This resulted in some transitory errors for transactions, the majority of which were re-tried successfully.After the issue was resolved by restarting the processing service and the queues returned to normal, we refined our queue monitoring process to include additional monitoring conditions. **Next Steps** Work has been started to optimize our database performance in order to prevent similar issues in the future. **Conclusion** We apologize for this disruption to service, and will continue to drive internal improvements to avoid similar impact in the future.

Time: April 27, 2023, 2:20 p.m.

Status: Resolved

Update: After closely monitoring our resource utilization and confirming that all systems are stabilized and functioning as expected, this incident is considered resolved. No further customer impact is expected in association with this incident. We are completing our investigation with regards to the causes of the incident and any residual impact. A post incident review will be published. We apologize for any inconvenience and disruption to service this caused for impacted customers.

Time: April 26, 2023, 9:06 p.m.

Status: Monitoring

Update: While the previously experienced transaction errors are resolved, we are still monitoring our resource utilization closely until our system is confirmed stable. Customers may still experience some delays to services such as Dashboard reporting and callbacks. We will provide an update within 24 hours.

Time: April 26, 2023, 6:20 p.m.

Status: Monitoring

Update: We identified this issue was caused by a temporary resource contention in our environment and we have addressed it. We are monitoring to ensure this has fully resolved the issue.

Time: April 26, 2023, 6:05 p.m.

Status: Investigating

Update: We are actively investigating an issue which resulted in 500 errors responses being returned from Core. We have identified some customers have been impacted. We will update with additional information as this investigation progresses.

Time: April 26, 2023, 5:50 p.m.

Status: Investigating

Update: Spreedly has detected an issue that may impact customers, including potentially resulting in failed transactions. While we are providing an early notification in an effort to alert as quickly as possible, we are still investigating the actual scope and impact and will provide an update as soon as more details are available.

Time: April 27, 2023, 4:10 p.m.

Status: Postmortem

Update: ### April 6th, 2023 — Failure during vendor maintenance resulted in core errors A vendor service in the critical path for some Core transactions had an unrelated failure during maintenance which resulted in errors to customers. ## What Happened One of our external vendors regularly performs routine maintenance on databases in order to maintain security and reliability. While performing such a maintenance, on April 6th, 21:37 UTC the vendor automatically migrated our application from one database copy to another \(a standard operation\). This failover coincided with an incident in their application engine, which prevented our application from restarting with the new database. As a result, a critical secondary service was unavailable and resulted in customer errors from 21:41 to 22:05 for some classes of transactions \(such as tokenizing new cards\). Once the vendor resolved their application engine issue, our application successfully started and normal operation resumed. ## Next Steps We are in the process of moving this critical secondary service databases to a new hosting provider, which will provide more control over database scale and maintenance windows. ## Conclusion We apologize for this disruption to service, and will continue to drive internal resiliency and availability initiatives to reduce the impact of 3rd party outages.

Time: April 27, 2023, 4:10 p.m.

Status: Postmortem

Update: ### April 6th, 2023 — Failure during vendor maintenance resulted in core errors A vendor service in the critical path for some Core transactions had an unrelated failure during maintenance which resulted in errors to customers. ## What Happened One of our external vendors regularly performs routine maintenance on databases in order to maintain security and reliability. While performing such a maintenance, on April 6th, 21:37 UTC the vendor automatically migrated our application from one database copy to another \(a standard operation\). This failover coincided with an incident in their application engine, which prevented our application from restarting with the new database. As a result, a critical secondary service was unavailable and resulted in customer errors from 21:41 to 22:05 for some classes of transactions \(such as tokenizing new cards\). Once the vendor resolved their application engine issue, our application successfully started and normal operation resumed. ## Next Steps We are in the process of moving this critical secondary service databases to a new hosting provider, which will provide more control over database scale and maintenance windows. ## Conclusion We apologize for this disruption to service, and will continue to drive internal resiliency and availability initiatives to reduce the impact of 3rd party outages.

Time: April 6, 2023, 10:31 p.m.

Status: Resolved

Update: We have confirmed the third-party component maintenance is complete and our systems are functioning normally. This incident is now resolved.

Time: April 6, 2023, 10:31 p.m.

Status: Resolved

Update: We have confirmed the third-party component maintenance is complete and our systems are functioning normally. This incident is now resolved.

Time: April 6, 2023, 10:21 p.m.

Status: Monitoring

Update: We have identified the source of this degradation to be related to a third-party component maintenance. The impact has been alleviated and core transactions are now functioning normally. We will continue to monitor for a period of time to ensure no further impact.

Time: April 6, 2023, 10:07 p.m.

Status: Investigating

Update: We are aware that some customers are experiencing a degraded performance with our Core Transactional API and we are actively investigating. We will update as soon as we have more details on this issue.

Time: April 6, 2023, 10:07 p.m.

Status: Investigating

Update: We are aware that some customers are experiencing a degraded performance with our Core Transactional API and we are actively investigating. We will update as soon as we have more details on this issue.

Time: March 10, 2023, 3:50 a.m.

Status: Resolved

Update: We have confirmed that this issue has been resolved, and customers are no longer experiencing 500 core errors. A post-incident review will be published. We apologize for the impact this issue caused to affected customers.

Time: March 10, 2023, 3:33 a.m.

Status: Monitoring

Update: We have confirmed that the implemented fix has resolved the 500 errors for customers. We will continue to monitor to ensure resolution.

Time: March 10, 2023, 3:25 a.m.

Status: Identified

Update: We have identified the issue that resulted in customers receiving 500 core errors and have implemented a fix to resolve this issue.

Time: March 10, 2023, 3:11 a.m.

Status: Investigating

Update: Spreedly’s actively aware that some customers may be experiencing Core 500 errors. We are currently investigating.