Summary of Incident: Customers using PX, either as a customer or consumer, were unable to use Engagements and KC Bots starting on April 25, 2023 6:30 am PDT that was resolved by 15:38 PDT.
Root Cause: The April 25 incident was caused by two issues:
A caching cluster slow-down. This cluster is what serves the KC Bot and Engagements portion of the product
Intermittent KC Bot synchronization issues due to malformed data
Immediate Action Items:
Caching Cluster sizing and configuration adjustments
KC Bot Configuration adjustments and a protection mechanism for malformed data issues
Our Engineering team is rolling out a fix and the ETA for full resolution is 3 hours.
Posted Apr 25, 2023 - 12:02 PDT
Identified
Some customers may have issues with PX Engagements or Knowledge Center (KC) Bots. We have identified the cause and we're rolling out a fix. Start time of this issue: 1:00 PM UTC