Performance Issue - Slowness on site on the EU2 cluster

Incident Report for Auvik Networks Inc.

Postmortem

Performance Degraded - Sites on the EU2 cluster are slow to load

Root Cause Analysis

Duration of the incident

Discovered: Aug 20, 2025 09:27 – UTC
Resolved: Aug 20, 2025 10:05 – UTC

Cause

One application component handling user requests on EU2 became unhealthy and stopped responding normally.

Effect

Some EU2 customers experienced slow page loads and intermittent timeouts in the web experience during the incident window.
Action taken

All times are in UTC

08/20/2025

09:27 – Potential slowness on EU2 reported; investigation initiated.

09:35 – Elevated errors observed; incident declared; response team engaged.

09:45 – Application components restarted to restore service.

10:05 – Service performance restored.

10:07 – Validation confirmed recovery; incident closed.

Future consideration(s)

Complete an investigation into the component crash and address any defects found.
Enhance monitoring/alerting for rising request latency and timeout errors to detect earlier.
Review deployment and health-check safeguards to auto-recover unresponsive components safely.

Posted Sep 08, 2025 - 09:34 EDT

Resolved

The performance issue has been fully resolved, and normal operations have resumed. All systems are functioning as expected.

Impact:
Users should no longer experience any performance-related issues.
If you are still experiencing issues, please do not hesitate to reach out to the support team and update your ticket or report any problems you haven't reported yet.

Service has been fully restored. We apologize for the performance issues with your services. We thank you for your understanding. If you continue to experience issues, please contact our support team.

Posted Aug 20, 2025 - 10:09 EDT

Investigating

Affected Services: Site slowness
Cluster(s): EU2

We are investigating reports of degraded performance. Our team is working diligently to identify the root cause and restore optimal performance.

Impact:
While we address the situation, users may experience slow site loading.

Services monitoring and alerting are not impacted.

Next Steps:
We will provide updates as we learn more.

We appreciate your patience as we work to resolve this issue.

Posted Aug 20, 2025 - 09:50 EDT

This incident affected: Network Mgmt (eu2.my.auvik.com).