Close sincerely apologizes for the interruption of our service. We take the stability of our platform very seriously. Below is an explanation of what happened and how we will prevent another such interruption from occurring. 

Impact

Close users experienced elevated error rates from 16:00 until 16:16 UTC on September 5, 2023. During this time requests may have presented an error or timed out.

Root Cause and Resolution

At 16:00 UTC on September 5, 2023 a version of the Close app with a major performance issue was deployed to production. This resulted in degraded performance for all customers from 16:00 until 16:16 UTC. Close Engineering deployed a new version of the the Close app that did not have the performance issue at 16:16 UTC. Application performance then returned to normal.

Close Engineering is working on a new set of pre-deployment tests that will prevent similar performance issues from being introduced in the future.

Timeline

• 2023-09-05 16:00 - A new version of the Close app is published.
• 2023-09-05 16:03 - Close Engineering becomes aware of degraded performance of the Close application.
• 2023-09-05 16:05 - Close Engineering reverts to the last working version of the Close application.
• 2023-09-05 16:16 - The working version of the Close application is deployed. Performance recovers.