Due to an infrastructure issue with our caching servers, our gateway has experienced higher latency than usual, generating increased time-out in orders. In order to reestablish normal operations, we restarted our cache servers, and the operation returned to normal.

We are working to avoid this issue in the future, and soon we will share a complete Incident Report with further actions. The service is now operating normally.

You can read the full incident report here: https://io.vtex.com.br/incident-report/2020-11-27-Incident_27_Nov_2020_Degraded_Payment_Gateway_Service.pdf

We have identified degraded performance in our payment gateway services and our team has performed changes in our infrastructure. We can confirm an improvement in the error rates. We are now monitoring the result of our actions.