On September 8th, 2023, between 9:18 AM and 13:28 AM UTC, users experienced a temporary slowdown while using Mews services such as Mews Operations and Mews Guest Journey. Data transfers to third parties, such as channel manager integrations, were also delayed.
During the mentioned timeframe, an internal component used to process asynchronous tasks such as payments, emails etc. caused increased usage of our database, leading to performance degradation. We traced the root cause to a particular component that couldn’t complete its task resulting in excessive locking of shared resources.
We detected the performance issue at 9:18 AM, and our dedicated team promptly investigated. We eliminated multiple possible contributing factors and implemented a solution to restore normal service. At 11:00 am UTC, we mitigated the issue and the user experience returned to normal. At 13:30 am UTC the asynchronous tasks returned to normal as well.
To prevent similar incidents from occurring in the future, we will be updating the problematic component.
We are committed to continuously enhancing our systems and processes to provide a seamless experience. We sincerely apologize for the inconvenience caused to our users.