On December 19th we experienced service disruptions on our social channels & SMS between 1:00am (UTC+1) and 9:35am (UTC+1).
During this incident it was not possible to receive incoming messages from Messenger / Facebook / Twitter / SMS, and it was not possible to reply existing conversations on these channels.
Chronology of the incident:
- This issue has been caused by the expiration at 01:00am (UTC+1) of a SSL certificate used to contact an external provider
- As a corrective action, our provider has renewed the certificate at 09:35am (UTC+1)
- Everything went back to normal after this action at 9:35am (UTC+1)
After that our technical team has reprocessed the messages sent during the incident, so they can gradually appear in the iAdvize conversation panel.
In order to prevent this issue from happening in the future, we asked our service provider to ensure that certificate renewal is automatically done on their side.