NLA eClips Service Incident Report

NLA eClips Service Incident - Report

Problem:

At approximately 9:30 this morning an incident occurred which impacted eClips service delivery. The incident was resolved at 10:00. During this incident, clients ability to view eClips content was impacted as the service was intermittently unavailable.

Cause:

The root cause of the incident is still under investigation by NLA engineers, however indications show that when attempting to serve a higher than normal number of requests, the eClips database license checking process became less responsive and is being investigated as a potential area requiring optimization.

Solution:

NLA engineers are now reviewing the eClips core code related to this aspect of the service with the aim of discovering the root cause and optimizing it to prevent reoccurrence.

The NLA engineering team is also preparing to deploy a new database architecture which will be more resilient and scalable. This should also have the benefit of preventing such an incident from occurring.

NLA Service Operations Management