RCA

Issue Description:
Unable to access 8x8 connect

Incident Start Time:
12 April 2024 07:45UTC

Incident End Time:
12 April 2024 08:22 UTC

Priority:
2 (IMPORTANT)

Business Impact:
Customers in all regions were unable to connect to 8x8 Connect.

Case Summary:

• 8x8 Level 3 Technical Support Team received an alert that 8x8 connect was inaccessible.
  
• 8x8 Team investigated the case and found there was an outage on our CDN solutions 1 whereby resources were unavailable.
• 8x8 Team deployed a hotfix to resolve the issue. We are now using CDN solutions 2 as a permanent fix.
  
• After the changes were completed, customers were able to access the 8x8 connect portal.

Root Cause:
There was an outage on our CDN solutions 1 whereby resources were unavailable which resulted in the 8x8 connect portal being inaccessible.

Resolution:
8x8 team deployed a hotfix to resolve the issue.

Recommendation & Preventive Measurement:

• 8x8 team used CDN solutions 2 which is also very reliable.
• 8x8 team to add additional monitoring tool.