Turnio - Delays on inbound message processing – Incident details

This incident has been fully resolved. We experienced delays in processing incoming messages and automated journeys due to inefficient search infrastructure operations that were slowing down our platform. Our engineering team identified and fixed the underlying performance issues throughout the day. All services are now operating normally and message processing has returned to expected speeds. We apologize for any delays you may have experienced with your messaging and automation today.

We're still seeing occasional delays occur and we're doing further investigation as to the underlying causes.

We have released a fix to address the database operation which was causing delays. Things are looking stable again and the system is performing as expected. We will continue to monitor the situation.

Recent performance improvements work has changed how updates happen to contact information. We suspect that as a side effect of this, it is highlighting an un-optimised database operation which could be causing a degradation in system performance. We are still investigating and observing.