Service impact on 10/22
On 10/22, you may have experienced problems with login and file management. This resulted from an outage at Amazon Web Services, which started around 10:30 am PDT. We use AWS as the underlying infrastructure for specific application services like user licensing and authorization (checking whether clients have permission to access data).
As soon as the AWS outage started, Oxygen had a dedicated engineering team working with Amazon to correct the issue, and had services fully restored later in the day. The main culprit at AWS was RDS failover. Though we have built full redundancy into Oxygen, poor service provider processes (like failover) can still affect us. This is not acceptable. Even as we complete root cause analysis, we are already planning additional safeguards to prevent this situation from happening again.
We take uptime very seriously and sincerely apologize for any inconvenience.
If you have additional questions or feedback, please don’t hesitate to contact me directly by email or on the following support thread:
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