Summary

As our investigation of the incident is complete, we would like to provide you with more detailed information about the incident that occurred on January 16, between 03:00 p.m. and 10:20 p.m. (CET), leading to issues with the visibility of analytics data for sent emails.

What happened

The incident was triggered by a database migration that inadvertently impacted the synchronization of mail analytics. This caused a delay in the processing and display of performance metrics for emails sent during the affected window. Once the root cause was identified, our engineering team implemented a fix to restore data flow. We have confirmed that no data was lost; all analytics tracked during this period were successfully backfilled and are now visible.

Impact

Between 03:00 p.m. and 10:20 p.m. (CET), users were unable to view analytics for emails sent out during this window. While the emails were delivered successfully and recipient interactions were still being tracked by our systems, the data was not being rendered in the user interface.

Future improvements

To prevent similar occurrences and ensure system stability during maintenance, we will implement a different strategy for updating data to ensure a more performant migration and a reasonable update duration.

Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at support@staffbase.com.