Services Affected
Business Center Services

Incident Date/Time
1st Impact Start: 18:00 GMT on 14 December 2024
1st Impact End:  23:56 GMT on 14 December 2024

2nd Impact start: 01:18 GMT on 15 December 2024
2nd Impact end: 01:19 GMT on 15 December 2024


Description of Issue
Merchants may have experienced intermittent latency in the Cybersource Business Center when using Case Management and Transaction search functions. Upon investigation, the source of the issue was due to a surge in Central Processing Unit (CPU) usage in one of the data centers during a planned security patch deployment.

Impact
Merchants attempting to open and search for orders either by the Request ID or by Merchant ID when using the Business Center Case Management and Transaction search functions, may have encountered intermittent latency resulting in possible delays in processing dispute resolutions, chargebacks or retrieval requests.

Root Cause
A recent security patch deployment introduced a significant surge in the CPU usage on associated database servers.

Mitigating and Preventative Actions

To mitigate and resolve the issue,  Cybersource support teams moved the traffic to another data center, restarted the affected database nodes and rolled back the patch.


To help prevent future recurrence:
Cybersource plans to review the incident with the hardware vendor for root cause analysis and improvement opportunities.

This was tracked and investigated under incident INC19641738.