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Service Interruption - Multiple NA Services
Incident Report for Ping Identity
Postmortem

Incident Summary

A service outage in Amazon’s AWS region US-WEST-2 affected network connectivity for the entire region. This region is the primary active region for Ping Idenity's North American SaaS services.

Customer Impact

Between 2:36 PM and 3:15 PM MDT we experienced network connectivity issues in the AWS US-WEST-2 Region. This disruption did not halt the functioning of all components but customers may have experienced latency issues or timeouts connecting to our services.

AWS has not yet released a public RCA, but additional information can be found at this URL: https://status.aws.amazon.com/rss/internetconnectivity-us-west-2.rss.

Incident Timeline - October 18, 2017 (MDT)

  • 1436 - Monitoring systems detected issues with multiple services in North America.
  • 1447 - Site Reliability Engineering confirms region wide issue and escalates to Director, Infrastructure Operations.
  • 1451 - Director, Infrastructure Operations escalates issue with AWS.
  • 1503 - AWS confirms multiple reports of network issues in US-WEST-2 region.
  • 1515 - AWS reports that services are returning to normal.
  • 1529 - AWS confirms issue is resolved. Site Reliability Engineering confirms services are functional and fully recovered.

Affected Services

  • Single Sign-On (North America)
  • PingOne Dock (North America)
  • Administration Portal (North America)
  • Directory Login (North America)
  • Directory API (North America)
  • Office365 Service (North America)
  • SCIM Provisioning (North America)
  • PingID Server (North America)
  • PingID Authenticator (North America)

Resolution

Resolution centered on Amazon AWS restoring network connectivity to US-WEST-2.

Posted Oct 25, 2017 - 13:46 UTC
Resolved
Services are back to normal.
Posted Oct 18, 2017 - 22:01 UTC
Monitoring
Services are returning to normal operation. We are continuing to monitor.
Posted Oct 18, 2017 - 21:29 UTC
Update
AWS has informed us of a networking issue that is impacting services in North America. They have identified the root cause and expect services to return to normal shortly.
Posted Oct 18, 2017 - 21:15 UTC
Investigating
Monitoring systems have detected an issue with Ping Identity's corporate website. The Site Reliability Engineering team has been notified and is currently working the issue. We will update this message when the incident has been identified. Automated monitoring systems will update affected components and will resolve operational status as systems recover.

For additional questions please contact support@pingidentity.com, or follow this incident on https://status.pingidentity.com for real-time service updates.
Posted Oct 18, 2017 - 20:36 UTC
This incident affected: PingOne for Enterprise - United States (.com services) (Directory API, Directory Login, Office365 Service, PingOne Dock, SCIM Provisioning), PingID - United States (.com services) (PingID Authenticator, PingID Server, PingID SDK Server), and Pingidentity.com Website (docs.pingidentity.com).
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