Long running backup jobs for Customers in Australia

Dear valued customers,

Last 12 hours we have observed recovery of services provided by our Cloud Service provider, therefore we will be deescalate the incident.
We are continuing to monitor the situation and will provide updates if necessarily as events advance.

We are resuming normal operation of maintenance windows.

More details and overview on the findings will be provided at a later stage via postmortem.

If you have any further questions or concerns, please do not hesitate to contact our Support Team via Jedox Customer Portal.

Thank you for your continued partnership and patience!

Dear valued customers,

We currently observe that services are recovering and we are continuing to monitor the situation.

Next update will be sent out Friday 22nd of April at 10:00 UTC.
More details and overview on the findings will be provided at a later stage via postmortem.

If you have any further questions or concerns, please do not hesitate to contact our Support Team via Jedox Customer Portal.

Thank you for your continued partnership and patience!

Dear valued customers,

We currently observe that services are slowly recovering, but we will continue to monitor the situation.

More details and overview on the findings will be provided at a later stage via postmortem.

If you have any further questions or concerns, please do not hesitate to contact our Support Team via Jedox Customer Portal.

Thank you for your continued partnership and patience!

Dear valued customers,

We would like to provide an update to the previous note regarding the issue with the long running backup jobs in Australia region.

In the last hours the restoration of the affected environments has continued, with most of them being now up and running. There are still a small number of customers for whom we are performing restoration activities.

Our engineers have received some preliminary information from our Cloud Service Provider on the potential root cause, as the investigation will continue until the final solution is applied.

In order to prevent further issues, for the moment the maintenance windows will be shifted to later point in time to continue operating as expected.

We will share another update for our customers within the next 4 hours.

More details and overview on the findings will be provided at a later stage via postmortem.

If you have any further questions or concerns, please do not hesitate to contact our Support Team via Jedox Customer Portal.

Thank you for your continued partnership and patience!

Dear Customers,

we have started receiving cases in Support from several end users, who have been affected by the latency issue reported earlier for Australia cloud region.

Since the issue is still persisting on an significant number of environments, we are increasing the severity of this incident to Major, per our Priority Matrix.

All customers affected by the long running backup jobs are expected to see a message stating that their system is down for scheduled maintenance.

We are continuing with our efforts to determine the root cause of the incident, while pending also the details of the investigations from our Cloud Service Provider.

We will keep you updated via this communication on the progress of the investigation and the follow-up corrective actions.

Apologies for any inconvenience caused and Jedox remains committed to drive corrective actions to avoid future recurrences.

If you have any further questions or concerns, please do not hesitate to contact our Support Team via Jedox Customer Portal.

Thank you for your continued partnership and patience!

Dear valued customers,

we are experiencing since 18:07 UTC longer than expected runs of the backup jobs for our cloud environments in Australia.

Based on our initial investigation such delays seem to be caused by a temporary increase of the latency towards the Storage pool.

Our Engineers are working actively on making the necessary adjustments, to allow the correct completion of backups process for all affected customer environments.

At the same time, we are in touch with our 3rd party cloud provider, to identify the root cause of the issue and apply the appropriate corrective and preventive actions.

We will provide updates upon the evolution of the recovery actions till the complete restoration of the backup services is achieved.

If you have any further questions or concerns, please do not hesitate to contact our Support Team via Jedox Customer Portal.

Thank you for your continued partnership and patience!