We’ve just recovered from a long outage, and I wanted to share with you the cause and what we are doing to prevent a similar issue from happening again in the future. If you are an Enterprise FormAssembly user, your assigned instance was not affected and you should have not suffered any effects of the outage. This outage only affected users of the multi-tenant FormAssembly platform.
At 08:35am ET this morning as part of routine maintenance on our primary database server, we encountered a resource exhaustion that locked the database server to new data. As a result, form respondents saw a message about technical issues occurring when they submitted responses until 9:10am this morning when we were able to remove the lock and move over to one of our backup servers.
During this time, no data was received from users. Any responses that were submitted during this time were lost, and users saw the ‘technical issues’ error page.
In the future we will be adjusting our workflow in order to move to our secondary servers more quickly on discovering a problem of this nature.
I sincerely apologize for the disruption that this has caused you and your users. If you have any questions or concerns, please contact us at firstname.lastname@example.org.
Head of Operations