During the affected period of time our customers in the EU region have experienced issues when trying to access various modules of VoC Hub. VoC Hub could appear slow, misbehave or could fail to load at all.
This issue affected frontend (survey answering system) as well as backend (survey management and analytics) parts of VoC Hub.
Existing customer data was not affected by this issue.
Affected period of time: September 27,
Why it happened?
Following industry best practices, SandSIV uses a CDN (content delivery network) to deliver VoC Hub to our customers. A CDN provider acts as an intermediary and operates a distributed system of servers located in multiple data centers across the globe. As a result, requests to VoC Hub come to the server nearest to the customer location which improves network performance. CDN also filters network requests for known security issues as well as provides protection from network attacks.
Our CDN provider reported that customers in EU region have experienced a network route leak. This caused the internet traffic from customers in affected countries to be routed through long sub-optimal routes which resulted in poor network performance. This, in turn, prevented our customers from accessing their VoC Hubs.
What has been done to avoid such issues?
We were in contact with our CDN provider during the affected period of time to analyze the cause of networking issues. The situation has stabilized once routing tables were corrected by transit providers of affected customers.
SandSIV continuously monitors the availability of our services to our best effort. However, we cannot influence routing policies of independent ISPs. We're actively working with our network partners to make sure such issues are reported to them in a timely manner and are acted upon by responsible parties.