Summary

From 5:50AM ET to 7:38AM ET on April 16, 2024, the Yext Customer Portal experienced frequent periods of unavailability and significant degradation. This impacted all customer accounts.

Root Cause

Prior to the incident window, a large database migration took place within a critical platform system which resulted in degraded performance in all dependent systems. This caused frequent timeouts in the critical path of loading the Customer Portal, ultimately rendering it unavailable to end users.

Remediation

To resolve this problem, the database migration was immediately canceled once identified. To prevent similar issues from occurring again, stricter deadlines will be set within the critical path of the Customer Portal to improve resiliency. Additionally, improvements to the management and observability of database migrations will be implemented.

Posted Apr 22, 2024 - 11:47 EDT

Resolved

This incident has been resolved.

Posted Apr 16, 2024 - 09:53 EDT

Monitoring

A fix has been implemented, and the Customer Portal should once again be fully accessible. We will continue to monitor the results.

Posted Apr 16, 2024 - 07:56 EDT

Identified

The issue has been identified and a fix is being implemented.

Posted Apr 16, 2024 - 07:50 EDT

Investigating

We are investigating reports of errors accessing the Customer Portal.

Posted Apr 16, 2024 - 07:34 EDT

This incident affected: Connectors (Connectors Portal), Social (Social Portal), Search (Search Portal), Listings (Listings Portal), Chat (Chat Portal), Analytics (Analytics Portal), Knowledge Tags (Knowledge Tags Portal), Widgets (Widgets Portal), Pages (Pages Portal), Reviews (Reviews Portal), Content (Content Portal), and Customer Portal Login.