Timeframe: 6:05am PDT November 1, 2017 - 5:00am PDT November 2, 2017
Affected Systems: US Production
Symptoms: Delays in processing callouts, e-mails, bill runs, and notifications
Root Cause: Large volume of mixed workloads caused unexpected resource contention, resulting in an insufficient dequeue rate of work requests in Zuora message queuing infrastructure, resulting in processing delays.
Resolution: Workloads were segregated and prioritized to reduce contention, relieve backlog, and ensure processing within the SLA.
Future Preventative Measures: A plan is in place to ensure that all workloads are processed and managed within their specified performance SLAs, with limited resource contention.