Compliance Manager Outage Incident Report 

Date of Incident:                   5/8/2024 

Time/Date Incident Started: 5/8/2024, 12:01 pm EDT 

Time/Date Stability Restored:   5/8/2024, 1:30 pm EDT 

Time/Date Incident Resolved: 5/8/2024, 1:41 pm EDT 

Users Impacted: Users utilizing the Fixxbook Compliance Manager 

Frequency: Duration of the incident event 

Impact: Major 

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Incident description: 

At 12:00 EDT on May 8th, the Site Reliability Engineering (SRE) team responded to increased error rates through alerts, followed by user reports of malfunctions within the ServiceChannel Fixxbook service. This issue affected Fixxbook users, particularly those using features of the Compliance Manager, leading to a less than ideal user experience.

Root Cause Analysis: 

After an in-depth analysis, the Site Reliability Engineering (SRE) team pinpointed the errors and discovered that an incorrectly set DNS record was disrupting the functionality of the Fixxbook application. The issue was promptly resolved, and the application's performance was reinstated to full capacity. The SRE team maintained vigilant oversight to confirm the application's sustained stability. 

Actions Taken: 

1. Manually tested our services to replicate the issue. 
2. Investigated system-generated alerts and identified affected platform functionality.   
3. Updated DNS entry to restore functionality. 

Mitigation Measures:    

1. Introduced enhanced alerting mechanisms designed to rapidly and more precisely detect issues within the Fixxbook application components.