Zuora Customer Service RCA impact statement

Service impact: SFDC Sync Delayed in APISandbox

Time-frame: 10/20/14 7:30am Pacific - 10/20/14 8:40am Pacific 10/22/14 6:00am Pacific - 10/22/14 9:30am Pacific

Affected systems: APISandbox

Symptoms: SFDC Sync appears to be delayed

Root Cause: A set of resources dedicated to the SFDC sync processing became overloaded due to the fact that Real Time Sync was disabled.

Resolution: The team added more processing capacity to deal with the increase in volume for SFDC Sync.

Future Preventative Measures: We are modifying processes for when we disable real time sync for maintenance that we are able to ensure that we have proper resource allocations for the SFDC backend processing servers.