Kallidus Status

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October 2024

Degraded Service: Off the Shelf (OTS) Content

» View Event Details | Created Wed, 02 Oct 2024 08:01:00 +0000

Post-Mortem

RCA: Between 08:33 and 09:03 BST on 02-10-2024, users of Kallidus Learn Off-The-Shelf (OTS) content will have encountered errors loading courses. The issue occurred because of an expired SSL certificate on a backup load balancer that had become active. Upon discovering the issue, Kallidus engineers initiated a failover of the load balancer to resolve the issue. Whilst an improved change management process that will remove this risk will be implemented in the next quarter, engineers will work on a more immediate process to mitigate this risk. The issue was compounded by the omission of this particular SSL certificate from Kallidus's internal monitoring system. This omission has been addressed.


Posted: Wed, 02 Oct 2024 11:07:00 +0000

Resolved

Our enginneers have now identified and resolved the issue with our OTS courses failing to load for some customers.

An RCA for this incident will be available here shortly. Apologies again for the inconvenience this has caused.


Posted: Wed, 02 Oct 2024 08:35:00 +0000

Investigating

A subset of customers may be experiencing an issue with our OTS courses freezing up when displaying content pages within the courses. Our engineers are aware and investigating. We will update this page as investigations continue, through to resolution. Apologies for the inconvenience this is causing.


Posted: Wed, 02 Oct 2024 08:01:00 +0000

Kallidus Maintenance

» View Event Details | Created Thu, 24 Oct 2024 06:00:00 +0000

Scheduled

Every Thursday 06:00 - 08:00 UK time we carry out essential maintenance including system updates and restarts. During this window, you may experience periods of degraded service.


Posted: Thu, 24 Oct 2024 06:00:00 +0000

Sapling - Degraded service

» View Event Details | Created Fri, 25 Oct 2024 07:58:00 +0000

Post-Mortem

Between 22:38 on 24-10-2024 and 09:40 (BST) on 25-10-2024 (BST), Sapling customers in the UK will have experienced issues accessing their system.

Preliminary root cause: Following some essential maintenance an error was identified, which as a result, meant that a critical file could not be loaded by the Sapling application. This issue only came to light on the following morning (25-10-2024) following a number of customers reporting an issue. In order to resolve this access issue we undertook a deployment of the affected service.

We are working to mitigate issues of this nature and making adjustments to our monitoring and alerting.

Please accept our apologies for any disruption caused and thank you for your patience whilst we resolved the issue.


Posted: Tue, 29 Oct 2024 13:07:00 +0000

Resolved

Thank you for your patience while we investigated this. Access for those small number of sites is now resolved, and please accept our apologies for any disruption this caused for you. Details of the root cause will be shared on this page in due course.


Posted: Fri, 25 Oct 2024 08:58:00 +0000

Investigating

We are investigating reports that some Sapling customers are experiencing issues accessing their site. We will keep this page updated with our investigation progress. Please accept our apologies for any inconvenience being caused by this issue and thank you for your patience whilst we look into this.


Posted: Fri, 25 Oct 2024 07:58:00 +0000

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