We sincerely apologize for the inconvenience and loss of service experienced today with Templafy. We would like to explain what happened, how we reached a quick resolution and how we are committed to a secure solution.
At 10:28am CEST on the 11/09/2018, Templafy’s web application and add-ins were unavailable for the total duration of 20m and 22s. Templafy was running as expected by 10:53am CEST.
Templafy was first alerted, by our internal monitoring system, that our response time was slowing. Our DevOps team started to investigate the issue immediately. A connection timeout notification was then received at 10:28am.
This was caused by an unexpected number of concurrent users triggering a large volume of requests to our database. Also, a recent update on how we detect new offline content made this check relatively slow.
We doubled the Database capacity and the load is now below normal use.
We will keep an extra eye on the system the coming period and ensure we setup more monitoring to prevent similar situations in the future.