On November 13th between 13:38 and 14:14 PT, UserVoice experienced a networking infrastructure issue that caused a sitewide outage and system unavailability.
In the process of cleaning up unused resources in the UserVoice infrastructure an old kubernetes cluster was removed from production. The automated cleanup of this cluster unintentionally removed a networking firewall rule that allowed our active application cluster to communicate with our backend infrastructure. Initial debugging was incorrectly focused around in-cluster symptoms and we did not immediately determine proper cause of the issue. Manual restoration of a proper firewall rule allowed the service to be fully restored.
What we are Doing to Prevent This
We didn’t meet our own or your expectations for using UserVoice with this outage. We do apologize for the pain points this caused for you and your team. If you have any questions or concerns, please reach out and let me know.