Service Incident - 04 October 2023 - Tenant provisioning outage

Tenant provisioning outage

11/14/2023 9:35 AM

Incident Summary:

On October 4th, an incident occurred that affected tenant provisioning in multiple regions for LMS365 installations. This issue resulted in the inability to perform new installations, not impacting the LMS365 application for customers that have already been using the product.


Resolution and Improvements:

1. Issue Resolution:
The issue with tenant provisioning has been fully resolved across all affected regions. Customers can perform LMS365 installations without disruption.
2. Enhanced Monitoring System:
In response to this incident, our team not only fixed the issue but also made improvements to our monitoring system. These enhancements aim to proactively detect and prevent similar incidents in the future, ensuring a more robust service.

Revised Downtime Numbers:

Upon further review, it was found that the incident only impacted the installation process, and existing customers with LMS365 installed were not affected. Therefore, the reported downtime and service disruption metrics provided on our status page may be misleading. The clarification is that customers could continue to use LMS365 during this time, and the reported downtime numbers do not accurately represent the operational availability of our service for existing users.


We apologize for any confusion caused. Thank you for your understanding and patience during this incident. If you have any further concerns or questions, please don't hesitate to reach out to us.

10/6/2023 7:49 AM

We can confirm that the issue with tenant provisioning is now resolved for all regions. If you notice any issue going forward, please do not hesitate to reach out to us.

We apologize for the inconvenience caused by this and thank you for your patience.

10/6/2023 6:20 AM

We would like to inform you that the issue with installations is fixed now for North Europe, United Kingdom, and Germany regions.

10/5/2023 4:11 PM

We're pleased to inform you that a fix has been implemented in the Japan and Australia regions. Customers can now perform installations in their respective data centers. If you encounter any issues moving forward, please don't hesitate to reach out to us.

Additionally, we would like to let you know that this fix will be rolled out to other regions on the morning of October 6th (CET).

10/4/2023 3:07 PM

We’re happy to report that the root cause of the issue with tenant provisioning has been identified. The work item with the fix will be deployed as a part of the hotfix soon. We will keep you updated when it is rolled out.

We would like to note again that the issue affects only the installation process of LMS365. All tenants that have our application already installed are not affected by this incident.

10/4/2023 9:58 AM

We are continuing to investigate this issue.

10/4/2023 9:57 AM

We would like to inform you that tenant provisioning is not currently working in multiple regions. We are working to identify the root cause of the issue.

As of now, new installations of LMS365 cannot be performed. We apologize for the inconvenience.

For current system status information about LMS365, check out our system status page. During an incident, you can also receive status updates by subscribing to updates available on our status page. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.
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