StayNTouch Cloud PMS Performance - performance improved
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Dear StayNTouch Customers,
We know today continues to be a difficult day. Over the last 24 hours, StayNTouch has been experiencing wide-spread performance degradation resulting in errors throughout the application, as well as frequent login failures. We expect more from ourselves and our technology. As we resolve the current state, we commit that every resource is dedicated to ensuring that this scenario will not occur again.
At this moment, we are working with Amazon Web Services (AWS) on potential throttling issues related to thresholds for database queries. This ordinarily allows for security and optimized session allocation, however with the increased return to travel, we may have outdone the AI used to balance these loads. Secondly, we have rolled back all recent releases to potentially reset the database query restrictions and allow full allocation of the user queues. Third, we are spinning up unique database instances for allocation and failover to ease the queue and prevent tripping auto-lockdowns.
Though the system has stabilised over the last hour, our teams are continuing to investigate the issue resulting in sporadic system timeouts and delays within the PMS. Please know resolving this issue is our top priority, and we are working diligently to find a solution. We will continue to provide updates until a solution is identified.
We have been experiencing issues with performance since 9am EDT on April 23, 2021. We are actively working on deploying a fix at the moment and will revert with an update shortly.
Deployment has started on a fix to stabilize environment within the hour.
We are in the midst of deployment of a fix to resolve the degraded performance on StayNTouch Cloud PMS. The fix will handle expired session removals better to avoid table locks which are currently resulting in issues with user access. Performance is expected to resume to normal once deployment is complete. We will post an update once the fix is deployed, and our team will continue to monitor post-deployment.
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We have completed a fix as of April 23, 2021, to resolve degraded performance on StayNTouch Cloud PMS. Performance should now resume to normal. Our team will continue to monitor post-deployment.
We are still facing performance degradation with StayNTouch Cloud PMS; however, we continue working on a fix. We will post an update once a fix is deployed.
The team has deployed new instances of the database as well as measures to prevent grid locks on the table, our team is actively working on fixing the root cause as we speak.
While our teams continue to actively troubleshoot , here is a list of reports that you will find handy if you can access reports and print them to monitor and keep track of customer activity. Please be assured team is continuing to work on a resolution:
- Arrival Report (Select INCL RES. NOTES, INCL GUEST NOTES, and INCLUDE ACTIONS from the OPTION(S) field and run for the next two days)
- Action Manager Report
- Departure Report
- Guest Balance Report
- In-House Guests Report Credit Check Report (Select INCL RES. NOTES, INCL GUEST NOTES, and SHOW GUESTS from the OPTION(S) field)
- Print a Room Status Report from Housekeeping > Room Status
- Print a Detailed Availability Report from the Availability screen (Select the 14-day view)
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We have deployed two fixes last one at 7:40pm ET to reduce load on our database and are seeing improved responsiveness with successful processing of guest records.
Our team continues to monitor for improved performance while working towards a resolution
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We have deployed further fixes to improve our database performance. Both our monitored metrics and application testing are yielding positive results. Performance issues are currently resolved and our team continues to be on standby and monitor. Thank you for your patience.
We have had sporadic instances of customers reporting a degradation since 1030am ET. Our team is looking into the reported areas of degraded performance as we speak to work on a resolution.
We continue to have sporadic instances of performance degradation across our application, to resolve this our development team is preparing to deploy a Database upgrade.
We will continue to keep you updated post deployment and report in as performance improves.
In our efforts to improve performance across the StayNTouch PMS platform we will begin deploying a database upgrade shortly. The upgrade will deploy in the background with a brief disruption in services that is expected to last between 2-5 minutes. We will post an update post deployment to confirm completion of upgrade.