On 3-September-2021 at 14:40 UTC, Autotask PSA Partners on the Limited Release (ww1) zone experienced a service interruption which caused the application to be inaccessible.

The root cause for this service interruption was a refresh process initiated by our team that resulted in the web servers serving the zone to lose connection to our load balancers. This resulted in the web servers not receiving any external traffic making the service unavailable.

The issue was resolved at 14:55 UTC on the same day after the refresh completed.

In order to prevent this issue from happening again, the team performing the refresh has implemented changes to their process, and the LR zone infrastructure will be updated to make the webserver - load balancer communication more robust.

We have also confirmed that none of the other zones had a similar architectural setup, therefore they are not susceptible to the same issue.