Article Number

360042039353

Description

Published January 20th, 2020, at approximately 11 a.m. EST. 
Last updated on January 20th, 2020.

Resolution 

At Bastian Solutions, we continually strive to provide superb customer service at the highest standard, and not only reactive but proactive support. Transparency is a key component in helping achieve this objective and with that in mind, we are providing a full root cause analysis for the disruptions in service on January 20th 2020 described below.
 

Summary:

8 AM EST
The client notified Bastian that Mobile/Portal Were not loading and there were issues with the induction area. 

8:05 AM EST
Bastian was logged into the the Exacta Application server and began to investigate the issues with Mobile/Portal.

8:15 AM EST
Bastian reached back out to client to schedule a restart of the Application server as the issue was thought to initially be with windows IIS service.

8:20 AM EST
Bastian identified an issue with the database cluster/Listener IP.

8:25 AM EST
Bastian agent escalated the issue to tier 2 after being unable to resolve issues with the cluster

8:30 AM EST
Tier 2 investigated the issue and agent worked with client I.T. to have them look into the issue

8:40 AM EST
Client I.T. Was able to get the failed cluster back online.

9:00 AM EST
Bastian worked to re-sync the cluster and get Exacta services back up. Client Verified that Conveyor System was running again and system was functional.

Root Cause:

An issue with the nodes on the cluster service prevent communication between Exacta services and the Database.

Resolution:

Client I.T. was able to get the cluster node back online, Bastian re-synced the nodes afterwards.

Next Steps and Preventive Actions:

Bastian will continue to review the information available to try and determine the issue in the cluster to help prevent future issues

Our commitment to you:

Bastian Solutions understands the impact of the disruption that occurred and affected operations for your organization. It is our primary objective in providing our clients with superb customer service and we assure you we're taking the required preventative measures to prevent reoccurrence.