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GREEN / External Call Performance Degradation / POD 3 / RESOLVED

Shahriyar-Oracle
Shahriyar-Oracle Escalation OfficerPosts: 536 Employee
edited Aug 19, 2015 10:55AM in Eloqua System Status

Our Development Team and Cloud Operations Team are currently investigating an incident around performance degradation with our CRM Integration Services. At this time, we are unable to provide an ETA for this incident, but we will continue to provide updates. The next scheduled update will be today around 11:00 am EDT (UTC-4).

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**Update** Wednesday, August 12th, 11:12 am EDT (UTC -4)

Both teams continue to troubleshoot the incident. The next scheduled update will be around 1:00 pm EDT (UTC-4).

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**Update** Wednesday, August 12th, 1:00 pm EDT (UTC -4)

Both teams continue to aggressively work on resolving this incident. The next scheduled update will be at approximately 3:00 pm EDT (UTC-4).

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**Update** Wednesday, August 12th, 3:01 pm EDT (UTC -4)

Our Development Team and Cloud Operations Teams continue to aggressively work on resolving this incident. The next scheduled update will be at approximately 5:00 pm EDT (UTC-4).

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**Update** Wednesday, August 12th, 5:00 pm EDT (UTC -4)

As our Development Team and Cloud Operations Team troubleshoot this incident, we are still unable to provide anything tangible at this time. While we are still unable to provide an ETA, the next scheduled update will be at approximately 7:00 pm EDT (UTC-4).

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**Update** Wednesday, August 12th, 6:16 pm EDT (UTC -4)

The Development Team believes they have a path to resolution and are performing the required evaluations. In parallel, our Cloud Operations Team will continue to monitor the situation.  The next scheduled update will be around 10:00 am EDT (UTC-4) on Thursday, August 13th.

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**Update** Thursday, August 13th, 10:26 am EDT (UTC -4)

Our Development Team and Cloud Operations Team have confirmed that calls are processing and the queue is improving. Our Cloud Operations team will continue to monitor the situation. While we are still unable to provide an ETA, the next scheduled update will be at approximately 12:00 pm EDT (UTC-4).

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**Update** Thursday, August 13th, 11:46 am EDT (UTC -4)

Our Teams have stabilized the Integration Services. While they continue to monitor, the next scheduled update will be around 2:00 pm EDT (UTC-4)

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**Update** Thursday, August 13th, 2:13 pm EDT (UTC -4)

Integration Services continue to be healthy and the Cloud Operations Team continue to monitor the situation. The next scheduled update will be around 5:30 pm EDT (UTC-4)

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**Update** Thursday, August 13th, 5:09 pm EDT (UTC -4)

Integration Services remain healthy and the Cloud Operations Team continue to monitor the situation. The next scheduled update will be around 11:30 am EDT (UTC-4) on Friday, August 14th.

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**Update** Friday, August 14th, 1:26 pm EDT (UTC -4)

Integration Services remain healthy and the Cloud Operations Team continue to monitor the situation. The next scheduled update will be around 11:30 am EDT (UTC-4) on Monday, August 17th.

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**Update** Monday, August 17th, 11:05 am EDT (UTC -4)

Integration Services remain healthy and the Cloud Operations Team continue to monitor the situation. In parallel, Product Development continues to investigate the root cause. The next scheduled update will be around 11:30 am EDT (UTC-4) on Tuesday, August 18th.

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**Update** Wednesday, August 19th, 10:54 am EDT (UTC -4)

This incident is resolved.

After analysis by our support teams, it was determined that the incident was the result of a software bug in Eloqua.  Information related to the incident has been passed on to our Product Engineering team.  Once Product Engineering confirms they have a resolution to the issue, it will be deployed to the Eloqua service.  No ETA for resolution is available at this time.  Oracle is also reviewing the monitoring, alerting and standard operating procedures related to the incident.  After these reviews are completed, additional appropriate corrective actions identified during the reviews will be taken, including deployment of the appropriate patch or release when available.

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