Post Incident Report - Customer Invoicing Service Disruption - INC21943609
Post Incident Report - Customer Invoicing Service Disruption - INC21943609
KA-09227
16
09/12/2025 21:31 PM
1.0
Customer Invoicing Service Disruption
Incident Date/Time
Start: 11 September 2025, 19:40 GMT
End: 12 September 2025, 12:27 GMT
Description of Issue
During the above period, Cybersource was aware of an intermittent service disruption affecting the availability of customer invoicing and impacting the completion of some payments. Support teams investigated the issue and determined that the affected portals displayed SSL (Secure Sockets Layer) connection errors. To mitigate the issue, support teams rerouted application traffic from the affected portals to one of its other data centers. Customer invoice processing returned to normal.
Impact
Clients may have experienced intermittent issues while trying to pay their invoices.
Root Cause
A communication gap between teams occurred prior to the change window and the implementation of the required configuration updates for the new URL (Uniform Resource Locator) did not occur.
Mitigating and Preventative Actions
To mitigate the impact, Cybersource support teams rerouted the application traffic to another data center to restore normal customer invoicing.
To help prevent future recurrence:
- Cybersource plans to review change processes and procedures and enhance where required.
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