On Tuesday, October 17, at 10:13 CEST, our services experienced unexpected downtime lasting 50 minutes. After a detailed investigation, we identified the root cause as a poorly executed SQL update query. We sincerely apologize for any inconvenience this may have caused you.
Upon detecting the issue, our technical team initiated an immediate response. The following actions were taken:
We understand that this incident had a significant impact on your ability to use our services. We have taken steps to mitigate this risk in the future, including reinforcing our procedures for these types of updates with staff and emphasizing caution during such operations.
To prevent a recurrence of such incidents, we are enhancing our review and approval process for SQL updates.
Our customer support team is ready and waiting to address any concerns or questions you may have. Please do not hesitate to reach out to them at help.refined.com if you need further assistance or information.
We deeply regret any inconvenience you may have experienced, and we thank you for your patience and understanding during this time. Your trust is of utmost importance to us, and we are fully committed to ensuring the reliability and performance of our services.