On May 22, 2018, from 10:04AM to 10:25AM EDT, UserVoice had a partial outage that resulted in slow response times or 500 errors for admins and end users.

Business Impact

Admins and end users could have experienced the following:

• Widget, web portal or admin console being slow to load
• 500 errors when trying to load the widget, web portal or admin console
• Email delays (no emails were lost)

Root Cause

• During a schema migration, a misconfiguration introduced an inconsistency into our database cluster. This resulted in our application being unable to handle all requests. A temporary fix was implemented at 10:25AM EDT, and a permanent fix was rolled out at on May 23, 2018 at 2:42AM EDT.

What We are Doing to Prevent This

• Our engineers have implemented changes to our migration so this type of misconfiguration cannot occur again.

We apologize for the pain point this caused for you and your users using UserVoice. This is something our entire engineering team takes very seriously, and if you have any questions or concerns, please reach out and let us know.

Claire Talbott

Support Manager