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SAP Cloud Identity service intermittently down

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Former Member

‎09-25-2015 10:32 AM

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Yesterday our SCI tenant was intermittently down in the afternoon. We had periods of 30mn with no access to SCI.

This is not acceptable especially since the same tenant will be used in a Production landscape in 4 weeks.

Could we have an explanation from SAP as to what happened and whether there is a risk of happening again? Is there any monitoring dashboard available to customers?

Has anybody else experienced similar issues in the past?

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MSo
Product and Topic Expert
Product and Topic Expert

‎09-25-2015 11:54 AM

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Hi Thierry,

last night there were indeed in some regions issues to reach SAP Cloud Identity tenants due to problems in the DNS infrastructure.

The root cause was a failed DNS zone update on an external DNS server which caused a "flickering" DNS resolution for *.accounts.ondemand.com.

Marko

3 REPLIES 3

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MSo
Product and Topic Expert
Product and Topic Expert

‎09-25-2015 11:54 AM

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Hi Thierry,

last night there were indeed in some regions issues to reach SAP Cloud Identity tenants due to problems in the DNS infrastructure.

The root cause was a failed DNS zone update on an external DNS server which caused a "flickering" DNS resolution for *.accounts.ondemand.com.

Marko

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Former Member
In response to MSo

‎09-25-2015 12:34 PM

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Is there any statistics/Dashboard available for SCI uptime/downtime over the last year? Our client could be asking for it.

Isn't there any fail safe backup mechanism in place for this kind of situations? A whole call centre with 200 agents would have been off for periods of 30mn yesterday.....if we had been live. Go Live is planned for October 20th.

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MSo
Product and Topic Expert
Product and Topic Expert
In response to MSo

‎09-25-2015 2:56 PM

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Hi Thierry,

we do not provide externally available up/downtime monitors for SAP Cloud Identity, but just internally so far.
Fail/backup mechanism: for our service we have setup a high-availability landscape, but for the DNS entries it is a bit tricky. They are published from our side and then cached on external servers. And the issue yesterday was due to an outdated entry and thus it took some time to cleanup.

Marko