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GREEN / External Call Performance Degradation / POD 1 / RESOLVED

Jonathan.Turiano-Oracle
edited Aug 27, 2015 11:06AM in Eloqua System Status

Both 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 Monday, August 24th, 2015 around 1:00 am EDT (UTC-4).

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**Update** Monday, August 24th, 1:07 am EDT (UTC -4)

Our Cloud Operations Team continues to aggressively work on resolving this incident. The next scheduled update will be at approximately 1:30 am EDT (UTC-4).


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**Update** Monday, August 24th, 1:30 am EDT (UTC -4)

Our Cloud Operations Team continues to aggressively work on resolving this incident. The next scheduled update will be at approximately 2:00 am EDT (UTC-4).


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**Update** Monday, August 24th, 2:00 am EDT (UTC -4)

Our Cloud Operations Team continues to aggressively work on resolving this incident. The next scheduled update will be at approximately 2:30 am EDT (UTC-4).


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**Update** Monday, August 24th, 2:30 am EDT (UTC -4)

Our Cloud Operations Team continues to aggressively work on resolving this incident. The next scheduled update will be at approximately 3:00 am EDT (UTC-4).


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**Update** Monday, August 24th, 3:04 am EDT (UTC -4)

Our Cloud Operations Team continues to aggressively work on resolving this incident. The next scheduled update will be at approximately 3:30 am EDT (UTC-4).


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**Update** Monday, August 24th, 3:30 am EDT (UTC -4)

Our Cloud Operations Team continues to aggressively work on resolving this incident. The next scheduled update will be at approximately 4:00 am EDT (UTC-4).


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**Update** Monday, August 24th, 4:30 am EDT (UTC -4)

Our Cloud Operations Team continues to troubleshoot this incident. The next scheduled update will be at approximately 5:00 am EDT (UTC-4).


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**Update** Monday, August 24th, 4:55 am EDT (UTC -4)

Our Cloud Operations team have identified the root cause of this incident. Corrective actions have been taken, and the backlog created during this incident is being processed. While we are still unable to provide an ETA, the next scheduled update will be around 10:00 am EDT (UTC-4).

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**Update** Monday, August 24th, 10:09 am EDT (UTC -4)

Our Team has confirmed that calls are processing and the queue is improving. Cloud Operations Team will continue to monitor the situation. The next scheduled update will be at approximately 4:00 pm EDT (UTC-4).


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**Update** Monday, August 24th, 3:30 pm EDT (UTC -4)

Our Cloud Operations team has confirmed that this incident is now resolved.

After analysis by our support teams, it was determined that the incident resulted from a standard operating procedure error. The production use of your Eloqua service has been restored. The related standard operating procedure has been reviewed for improvement and for additional safeguards to avoid this issue in the future. Oracle is also reviewing the monitoring and alerting procedures related to the incident. After these reviews are completed, additional appropriate corrective actions identified during the reviews will be taken.

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