Forecast was unavailable for all customers 

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Gong understands that users experienced a service disruption on September 17, 2023, that prevented them from accessing Forecast within Gong. Below is further information about this specific service disruption, including its cause, resolution, and related details.

What Happened 

On Sunday, September 17th, 2023, from 10:42 PM PDT to Monday, September 18th, 2023, at 01:05 AM PDT, the Forecast Page was unavailable for all customers. All other Gong components were functioning well at that time.

At 10:42 PM PDT, a code change was deployed

At 12:08 AM PDT, the issue was reported and escalated to our on-call team.

At 01:05 AM PDT, a fix was deployed, and by 03:23 AM PDT, the incident was resolved. 

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Root Cause

An infrastructural change was made that affected a wider scope than predicted.

Resolution 

Older binaries were redeployed as an intermediate fix to allow recovery of the system before a revised code was deployed. We kept following through to make sure everything was available as expected

Path Forward

• Improving smoke testing cadence and coverage to verify crucial functions are available

• Implementing relevant monitors and alerts to allow faster detection

• Extending automated tests to cover all applied modules blocking breaking changes

End note

We apologize for any inconvenience this service disruption may have caused. We view this disruption and the associated resolution and steps forward as an opportunity to enhance our processes and accelerate our response time.