CureMD >> EMERGENCY SERVICE DISRUPTION ALERT >> LIMITED TO APP4 CLIENTS ONLY

Date of Incident: June 13, 2024

Incident Start Time: 16:37 UTC

Incident End Time: 17:59 UTC

Duration: 1 hour and 22 minutes

Summary:

On June 13, 2024, CureMD experienced an outage due to urgent maintenance on the server. The maintenance required the server to be temporarily shut down, impacting the availability of services for approximately 1 hour and 22 minutes. The incident was successfully resolved, and all services were restored.

Timeline:

• 16:37 UTC:

  • The issue was identified, and it was determined that urgent maintenance was necessary. The server was temporarily shut down for an estimated 40 minutes.
  • Action: Notification was posted informing users of the shutdown and the expected duration.

• 16:43 UTC:

  • The team began monitoring the situation and identified that an additional 20 minutes were required to complete the maintenance.
  • Action: Update was posted informing users of the extended downtime and the commitment to restoring services as quickly as possible.

• 17:12 UTC:

  • Maintenance work was ongoing, and another 20 minutes extension was necessary to ensure proper resolution.
  • Action: Another update was posted to communicate the need for more time and reiterate the commitment to service restoration.

• 17:50 UTC:

  • Required maintenance was completed, and the team began analyzing performance for optimal usage, necessitating an additional 20 minutes.
  • Action: Update posted to notify users of the performance analysis phase and to apologize for the extended downtime.

• 17:59 UTC:

  • Emergency maintenance was successfully completed, and all services were fully restored.
  • Action: Final notification was posted to inform users that the server was back online and fully operational.

Root Cause:

The outage was caused by an urgent need for maintenance on the server to address critical issues that, if left unresolved, could have led to more severe disruptions. The nature of the maintenance required a temporary shutdown of services to ensure the integrity and security of the system.

Impact:

The outage impacted all users relying on the App4 server, leading to a total downtime of 1 hour and 22 minutes. Users experienced a temporary loss of access to services, which may have caused inconvenience and disruption to their operations.

Resolution:

The technical team performed the necessary maintenance, including:

• Shutting down the server to perform updates and repairs.
• Monitoring the situation and extending maintenance as needed to ensure all issues were properly addressed.
• Conducting performance analysis to verify the system's optimal functionality before fully restoring services.

Lessons Learned:

1. Improved Communication:

* Ensure timely and clear communication with users about the status and expected duration of outages.

1. Maintenance Procedures:

* Implement more robust pre-maintenance checks to anticipate potential issues and reduce the likelihood of extended outages.

Follow-Up Actions:

1. Process Improvement:

* Conduct a thorough review of the maintenance process to identify areas for improvement and implement best practices.

1. User Communication:

* Develop a more comprehensive communication strategy to ensure users are well-informed during incidents.

We apologize for the inconvenience caused by this outage and appreciate your patience and understanding. We are committed to continuous improvement to provide reliable and uninterrupted services.

Prepared by: Incident Management Team, CureMD
Date: June 14, 2024