Sumsub outage on Feb 2, 2023

What happened

Sumsub reported a major outage starting Feb 2, 2023, 16:30 UTC, affecting API, MobileSDK, WebSDK. It was marked resolved at Feb 2, 2023, 22:21 UTC.

• The incident lasted 5h 50m from first report to resolution.
• It was the 3rd longest of 4 significant outages Sumsub reported in the 12 months up to it.
• Sumsub had reported no other partial or major outages in the 90 days before it.
• 1 other vendor we track reported a significant incident within 12 hours of it.

Latest update from Sumsub

Around 15:50 UTC we received the first alerts on increased system load in our platform. Our automatic scaling system attempted to mitigate the problem by increasing the number of backend instances. During this time a significant amount of requests were still going through, but our system was showing an extreme delay performing any of these actions.This prompted our Engineering team to open an incident report and dive into a full scale investigation. As result we found out that IO was the root cause. It is important to clarify that our backend relies heavily on a distributed file system provided by AWS. We opened a case with AWS, as we worked around the clock on a plan to make our system responsive again, without knowing that the root cause had started on Amazon side. Here are some of the actions : 1\. We replaced the file system for another one with more aggressive settings. That action showed improvement, but unfortunately did not gave us expected results. This forced us to mak

Read Sumsub's official incident report ↗

What our independent monitoring saw

Our independent monitoring of Sumsub started after this incident, so this report is based on Sumsub's status page.

Other outages around the same time

Significant incidents other vendors reported within 12 hours of this one.

• Partial outageFlipdishFeb 2, 2023, 17:12 UTC

  Printers: Goodcom Printer issues

Sumsub's overall reliability

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