A service outage occurred yesterday, June 5th at approximately 11:40 AM CDT and lasted until 12:35 PM CDT. We know how much of an inconvenience this was for our valued users and we continue to thank you for your patronage. What follows is a brief explanation of the events that occurred and steps we're taking to ensure our processes are improved moving forward.
The root cause was a change made to our Google Compute service-level account by an engineer that unexpectedly brought down our main web servers, API and databases. Our notification systems functioned as intended and we were aware of the issue within 30 seconds. Steps were immediately put in place to revert the change, however due to the nature of the change there was a required waiting period before systems could come back online. Due to a subsequent networking complication after services came back online, the websocket API was not available until 7:30 PM CDT.
While ultimately this issue was caused by human processes and not a technological one, we are putting additional safeguards in place with regards to engineer accountability, starting with access revocation and additional monitoring.
We thank you for your patience and understanding. Your satisfaction is our number one concern and we promise we'll continue to work towards achieving our goal of the most reliable, trustworthy service in crypto.
-The Coinigy Team