Outage Postmortem - September 14, 2016

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Overview

On September 14, 2016 our US-based clients may have experienced a outage starting at 2:44pm (EDT).

The outage may have lasted anywhere from a few minutes to several hours, depending on each website's DNS configuration and local caching state.

The direct cause was because AWS deliberately disabled two US ports Pronto's using due to a copyright violation on one of our client websites. The AWS team notified Pronto about this on August 29, 2016, but the email was sent to an address that wasn't accepting outside domains, so we missed it. :(

Follow-up Actions

  • We've triple checked that our team receives any emails from the Amazon AWS Abuse Team
  • Setup email notifications on our Route 53 server. Next time we'll be notified if it takes too long for our server to reach DNS.

If you have any questions about this please don't hesitate to reach out and we'll be happy to explain further. Our apologies for the issue in the first place.

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