On Saturday, August 20th, we saw delays with incoming and outgoing email being delivered. The issue was resolved at 1:01PM EDT, and email delivery times returned to normal.
Business Impact
Incoming emails from end users, and outgoing replies by admins were delayed up to three hours in some cases.
No emails were lost
Root Cause
We had an inefficient worker job that when combined with an inefficient database query caused our worker queues to back up with redundant processes. This caused incoming and outgoing email to get backed up.
What we are Doing to Prevent This
We have optimized the job in question to avoid this kind of backup in the future.
We are dedicating more resources towards ongoing database performance improvements.
We are continuing to look for ways to optimize how emails are processed, to make it more efficient going forward.
If you have any questions, contact us at support@uservoice.com.
Claire Talbott
Support Manager