Google Cloud Support finally acknowledged that this problem was not caused by ActionTiles's code or database usage - after they decided to test moving us to a different server cluster on Thursday 4/04 afternoon.
We are now escalating a post-mortem review with them to determine why it took 4 days for them to execute this remediation, and why they do not have monitoring processes in place to have automatically detected the severe recurring issues with our allocated server cluster.
NB: We suspect that some Customers may have previously experienced occasional severe slow Performance from time to time starting as early as mid-March. There were a few mentions in this same vein on social media, but no replicable cases or traceable indicators. It is always a relief to find and resolve the likely "root cause" of such mysteries.
We apologize to all affected Customers and Trial users for the recurring inconvenience over the past few days.
We are proud of our reliability and stability record: Maintaining that will always be our highest priority.
If you experience any further difficulties, please do not hesitate to contact Support@ActionTiles.com
...Terry & Alex.
Incident history below:
Recurring April 3rd & 4th...
Currently investigating numerous reports that this appears to be recurring - likely around the same time every morning.
We are 100% focused on resolving this.
Resolved 2019-04-02 1100h
While the root cause has not been confirmed, normal resource availability was restored by 1100h this morning.
Recurred April 2nd
Currently investigating numerous reports that this appeared to recur.
We received several reports that ActionTiles is responded very slowly or not at all - including possibly not listing any Panels or other objects like Media, Themes, etc..
- This may have resulted in the app not loading at all, black screens, or empty Panels, empty Location lists.
- FYI: We may also post updates on https://status.ActionTiles.com and Twitter.
Please "Follow" or visit this Topic Post for any further updates; or change your personal settings to subscribe to this Forum's various Categories, such as the Announcements Category: https://support.actiontiles.com/knowledge-bases/8/articles/1025-how-do-i-reduce-my-forum-notification-email-messages
We apologize for the temporary inconvenience,
...Terry & Alex.
Customer support service by UserEcho