Summary

Last night we released a set of changes to the table of contents that had a bug in it. This bug caused display issues in tables of contents. First, we tried to hotfix the issue. The hotfix caused some processes to eat up more memory than normal. The memory shortage built until it caused a slowdown and an outage. At this point, we rolled the release back completely.

Next Steps

We already have a new fix ready to work into the initial release. Thanks to today's issues, we've identified several opportunities for improvement:

Short-term

We're updating our testing and release processes for changes to the table of contents. We'll be using these revamped processes to test the fix and the full release before we take it live.

Mid-term

We're reviewing our enterprise- and business-level account SLAs. We'll be issuing credits to customers whose up-time SLAs weren't met this month. If you're a customer in one of these tiers, you can expect to hear from a member of our team to discuss this in more detail.

Long-term

We've also identified several possible improvements in our load-testing processes. We'll be making changes to those processes, too.

What you can do

While the bug was live, it may have caused changes to your knowledge base's table of contents. Please review your table of contents. If you see duplicate articles or missing subcategories, please email support@knowledgeowl.com so we can get it fixed.

Thank you

Thank you for your patience and grace with us through this month's issues. Outages are every software provider's worst nightmare and we are very thankful to have such amazing customers.