Our team works very hard to achieve a very high QoS – even the shared Photon Public Cloud has an uptime of 99.9% and higher in all available regions. We are proud of this and serve more than 300 Million players every month.
On Saturday we hit a snag in one of our 13 regions: We apologize for any inconveniences that may have occurred and we have applied corrective measures to prevent similar issues in the future.
Affected Products: Public Cloud / Premium Cloud
Affected Regions: US East
Downtime (UTC): Sat 1:30am – Sat 08:00am // 6.5h
Root cause: Memory issue on master servers in the US East region.
Problem: An alert-endpoint was misconfigured and not triggered for the US East environment. Hence our 24×7 NOC team was not alerted and could not resolve the issue.
Resolution: The issue was resolved by the German team that immediately replaced the master server.
Our operations team took immediate actions
We are deeply sorry! We will do the best possible to keep highest standards and continue to invest into our monitoring, alerting and automation.
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