On November 13, 2019 between 050:00 EST and 09:38 EST, notifications were queuing up ready to be sent in production environment in N. Virginia, USA. During the incident, 180 notifications were delayed up to 4 hr 38 min before being sent. Mambu restarted the notification service at 09:38 EST which caused the queued notifications to be sent out and which resolved the incident.
The process responsible for sending notifications became blocked and did not respond to new notifications queued. Restarting the service unblocked the process and allowed notifications to be sent.
We will implement additional monitoring for notifications service in order to improve response time.
We assure you that at Mambu we take our commitment to deliver a high quality service very seriously and sincerely apologize if this has caused any inconvenience.