Incident report - LA for 365 service degradation
Detected: Monday May 29th 2017 - 10:28 UTC
Resolved: Tuesday May 30th 2017 - 20:20 UTC
Service Impact: Degraded - co-browse unavailable
Affected Regions: All
Summary: CaféX experienced an issue impacting co-browse functionality where an offer to co-browse did not establish on clicking the accept option.
RCA: The service disruption was caused by an internal communications issue resulting from an upgrade of a back end service. This inadvertently impacted the LA for 365 co-browse service resulting in the inability to establish a co-browse session.
Mitigation: CaféX launched an investigation that detected the root cause of the issue and to determine the requirements to restore the co-browse service. The issue was identified as an incompatibility with a new version of a backend service recently deployed. A fix was developed, tested and deployed after which service was fully restored.
The fix includes updates to the LA365 agent widget and the code that runs in the visitor window when a co-browse starts. Browsers should automatically pick up the changed code however if you still experience problems then we recommend that you clear the browser cache and retry.
Next steps: CaféX will conducted a full review of its change process to prevent reoccurrence.