Incident Report Number: 2016-013

eClass Service

Ticket Number: INC0048982

Major Incident Number: MIR0001097
What happened?

The eClass service experienced an issue at the third party vendor site where the eClass environment is hosted.

Who was affected?

All eClass users may have been affected by this outage.

What was the impact?

The affected users were unable to access eClass during the extended maintenance window and the next day during the service outage.

What was the timeline of the incident?

Start: 2016/04/13 23:00 – The eClass service was taken offline to perform scheduled database maintenance by vendor support.
2016/04/13 23:10 – While trying to reconfigure the database environment issues were encountered and maintenance work took longer than expected.
2016/04/13 23:50 – Work was completed and service was restored.
2016/04/14 09:15 – eClass service began experiencing a performance issue as the number of users accessing the service increased. Vendor support began investigating.
2016/04/14 09:35 – Vendor support determined a server hosting the eClass database was experiencing a hardware issue limiting its ability to host the service. The eClass portal was put into maintenance mode and taken offline by vendor support. 
2016/04/14 09:50 – Vendor support reconfigured the eClass database to use an alternate server.
End: 2016/04/14 09:55 – Service was confirmed restored.

What was the root cause of the incident?

A hardware issue on a server hosting the eClass database.

What was the work around and resolution for the incident?
Work Around



Reconfigured the eClass database to use an alternate server.

What are any recommendations to prevent this incident from occurring again?
  • The eClass service continues to be monitored for any issues. 
  • Review of the communication process when maintenance goes beyond the allotted time.