Dear Pitney Bowes Merchant,
Your customers may have experienced brief intermittent interruptions to Borderfree's Envoy and Checkout API services on Tuesday, Jul 30, 2019. Our checkout service remained available throughout the entire timeframe, but successful orders would have been intermittent for some of our customers.
Our technical team has completed their investigation of this issue, as summarized below.
From our investigation, we have determined that one of the nodes from our backend high availability (HA) checkout pool was failing to processes approximately 50% of the requests. Our system health monitors showed that the underlying servers were operating normally, which prolonged our ability to diagnose and remedy the issue. The culprit was an anomaly in the application on only one of the HA nodes. Once we were able to pinpoint the offending node, the service was recycled and our checkout service returned to processing 100% of incoming orders.
We are performing a comprehensive review to identify the cause of the abnormal behavior of the offending node. Additionally, we are reviewing our existing monitoring systems.
Start time: 30 Jul 2019 18:25 UTC
End time: 30 Jul 2019 19:25 UTC
Duration: 60 minutes
We apologize for the inconvenience and thank you for your continued partnership with Pitney Bowes. If you would like more details on the impact of this issue, please email firstname.lastname@example.org.
The Borderfree Production Support Team