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.
Summary
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.
Root cause
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.
Resolution
We doubled the Database capacity and the load is now below normal use.
Future-Proofing
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.