Post-Mortem Incident Summary
Date and Time of Incident:
● Start: 27/06/2024, 11:15 UTC
● End: 27/06/2024, 15:30 UTC
Description of Incident:
360dialog experienced problems delivering and receiving messages to and from Meta servers. This was due to an outage in the callbacker component handling the messaging webhooks for On-Premise WhatsApp Business API numbers. The outage occurred during a maintenance procedure.
After the cause of the problem was identified, the callbacker component was migrated to an environment with additional resources to ensure messaging continuity.
General Remarks:
The On-premise WABA solution is complex and presents numerous challenges in terms of management, and maintenance. A thorough investigation that includes Meta's involvement is necessary to uncover the underlying issues accurately for an in-depth RCA analysis.
Given this context, 360dialog strongly recommends migrating all accounts to the Cloud API. The Cloud API offers several advantages, including improved reliability and easier scalability. Transitioning to the Cloud API ensures that your operations remain smooth and well-supported, while also aligning with the latest technological advancements and best practices in the industry.
Robert Konopka,
360dialog GmbH
