This incident has been resolved. We will not provide further information in a public incident report. Summary On Dec 20th 2024, from 11:05 UTC to 13;36 UTC, Merchants experienced a delay between the metrics shown on their admin and the real values. Our global sales flow was unaffected during this incident. We apologize for any inconvenience this may have caused.

This incident has been resolved. We will provide further information in a public incident report. Summary On December 18th 2024, from 19:14 to 19:54 UTC, Shoppers experienced errors finishing orders and Merchants experienced errors while listing orders on admin. Our global sales flow was affected for 40 minutes during this incident. We apologize for any inconvenience this may have caused. Timeline At 19:17 UTC, our incident response team was notified of the issue. At 19:27 UTC, the response team started the first mitigation strategy. At 19:54 UTC, the incident was fully mitigated.

This incident has been resolved. We will provide further information in a public incident report. Summary From Dec 16, 2024 at 17:30 UTC to Dec 17, 2024 at 23:00 UTC, some accounts experienced errors in requests to Catalog and Search APIs. This affected shopper navigation and order placement under very specific circumstances. The issue was triggered by a recent deployment of a new service focused on improving the efficiency of Catalog data retrieval which, as an unexpected side-effect, temporarily caused data corruption of some SKUs that were recently updated. Our global sales flow was unaffected during this incident. Only shopper navigation and order placement flows involving affected SKUs were impacted as a result, which occurred very rarely. We apologize for any inconvenience this may have caused. Timeline [Dec 16, 2024] At 17:30 UTC, our team deployed a new service focused on improving the efficiency of Catalog data retrieval. [Dec 17, 2024] At 13:56 UTC, our incident response team was notified of increased error rates returned to other internal services. At 14:46 UTC, we identified that the issue was connected to the new service and deactivated it. At 15:00 UTC, we observed significant improvements in the reported error rates. At 16:30 UTC, we received reports from merchants that seemed to be connected to lingering side-effects of the issue. We started investigating the issue in the reported cases. At 18:15 UTC, we identified that under very specific circumstances, certain SKUs may have had their data temporarily corrupted in our Catalog/Search indices. Our incident response started applying mitigation actions. At 23:00 UTC, the incident was fully mitigated.

This incident has been resolved. We will not provide further information in a public incident report. Summary On Dec 17, 2024, from 16:26 to 22:14 UTC, some merchants experienced issues creating pages in Site Editor. Our global sales flow was unaffected during this incident. We apologize for any inconvenience this may have caused. Timeline At 16:26 UTC, our team deployed changes to permissions required to manage pages (announced here: https://help.vtex.com/en/announcements/store-framework-cms-new-permission-required-to-manage-pages--cmXeUFIT80GmIW6mRuFRu) At 21:54 UTC, our incident response team was notified of the issue. At 22:14 UTC, we identified a bug and reverted the recently deployed changes. At 22:30 UTC, the incident was fully mitigated.

This incident has been resolved. We will provide further information in a public incident report. Summary On Dec 11, 2024, from 18:15 UTC to 18:31 UTC, shoppers experienced errors when trying to place orders. This was caused by a misconfiguration that inappropriately deleted the machines from the internal infrastructure responsible for managing traffic, impacting our Payment module. When our incident response team identified the issue, we manually recovered the deleted machines. Our global sales flow was affected for 16 minutes during this incident. We apologize for any inconvenience this may have caused.