On October 26th between 10:20 and 10:35 PDT UserVoice experienced an infrastructure issue that caused intermittent system unavailability.

Business Impact

During the outage end-users and admins may have been unable to load or interact with UserVoice sites or widgets.

Root Cause

One of the servers in Uservoice's database cluster experienced an application stall event.  Due to misconfiguration of our cluster, this caused a pause in database writes. Our engineers were required to manually remove the affected node to allow the cluster to resume writing.

What we are Doing to Prevent This

We have updated our database cluster configuration to more aggressively monitor and remove cluster members that are non-performant.

This caused an interruption for your team in UserVoice and your end users trying to view and submit feedback. We are sorry for the pain point this caused. We have already put improvements in place to prevent this type of issue from happening again.

If you have any questions, don’t hesitate to reach out at claire.talbott@uservoice.com.

Claire Talbott

Support Manager