2021-11-02 Silent change to offset pagination limit on has impacted a customer

Current Status

The feature flag lower_relation_max_count_limit has been temporarily set to false, while the affected customer re-writes their tooling to deal with the lack of total count & page information in our billable_members API responses.

This feature flag has since been removed.

Timeline

Recent Events (available internally only):

• Deployments
• Feature Flag Changes
• Infrastructure Configurations
• GCP Events (e.g. host failure)

All times UTC.

2021-11-02

• 00:38 - @jrreid declares incident in Slack.

Corrective Actions

Corrective actions should be put here as soon as an incident is mitigated, ensure that all corrective actions mentioned in the notes below are included.

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Incident Review

• Ensure that the exec summary is completed at the top of the incident issue, the timeline is updated and relevant graphs are included in the summary
• If there are any corrective action items mentioned in the notes on the incident, ensure they are listed in the "Corrective Action" section
• Fill out relevant sections below or link to the meeting review notes that cover these topics

Customer Impact

1. Who was impacted by this incident? (i.e. external customers, internal customers)
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2. What was the customer experience during the incident? (i.e. preventing them from doing X, incorrect display of Y, ...)
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3. How many customers were affected?
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4. If a precise customer impact number is unknown, what is the estimated impact (number and ratio of failed requests, amount of traffic drop, ...)?
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What were the root causes?

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Incident Response Analysis

1. How was the incident detected?
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2. How could detection time be improved?
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3. How was the root cause diagnosed?
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4. How could time to diagnosis be improved?
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5. How did we reach the point where we knew how to mitigate the impact?
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6. How could time to mitigation be improved?
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7. What went well?
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Post Incident Analysis

1. Did we have other events in the past with the same root cause?
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2. Do we have existing backlog items that would've prevented or greatly reduced the impact of this incident?
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3. Was this incident triggered by a change (deployment of code or change to infrastructure)? If yes, link the issue.
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Lessons Learned

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Guidelines

• Blameless RCA Guideline

Resources

1. If the Situation Zoom room was utilised, recording will be automatically uploaded to Incident room Google Drive folder (private)