While we profusely thank you for your patience when we were busy identifying the issue that caused the outage in our US data center, we sincerely apologize for the trouble it has caused you. It was unfortunate but the events that triggered the outage were an outlier that escaped our rigorous testing methods.
Let us recollect what happened
On 30th June, Zoho Bookings experienced an outage that made it difficult for some of our customers in the US data center to collect appointments online. It happened in the early hours of the day between 3.28 AM PST and 8.27 AM PST. Our customers informed us about the impact they had because of this, and we are very sorry for the unfortunate incident. However, our team quickly responded and we will elaborate on the cause of this outage.
Events that triggered the outage
A couple of customers had imported bulk records into bookings with the help of a workflow script, which created a high-load request.
Our integration-related features were also performing some heavy tasks at that time, which eventually led to more load on our database servers and slowed down the requests.
Since all requests started to take more time than usual to execute, our database servers were not able to handle the huge load and they all timed out.
How we restored the services
As a temporary solution, we increased the capacity of our database servers which resulted in improved performance. Subsequently, our services were also restored.
Steps taken to prevent this from happening in the future
We have identified the integration-related features which are taking more time to execute and have scheduled immediate plans to optimize them.
As always, we look forward to your continued love and support. We assure you that we will continue to provide delightful services as ever. Please reach out to firstname.lastname@example.org
for any assistance and we will be happy to help.