Visualizer prototype publishing - increased error rates

• Visualizer prototype publishing to Kony Cloud

[19:24 UTC] You may experience intermittent Visualizer prototype publish errors and/or slower response times. If you encounter an error, please retry. We are working to resolve the issue and continuing to monitor the situation closely.

[20:38 UTC] There has been some recovery of the service, but we are continuing to work on resolving the issue and continuing to monitor the situation closely.

[20:57 UTC] Resolved. The service has been fully restored. We will continue to monitor.

Connectivity issues in Sydney

• General availability of applications published to Clouds hosted within the Sydney region

• Kony Cloud services within the Sydney region

[05:47 UTC] Connectivity issues in Sydney region reported by AWS for many core services such as EC2, ELB, EB, S3, Route53, & RDS.

[June 7, 06:44 UTC] Resolved. Applications and services have been restored.

RCA from AWS: A significant number of resources within one of the Sydney Availability Zones experienced a loss of power driving increased API error rates, higher latencies, and delays in propagation of instance state data in the affected Availability Zone. At 06:46 UTC, power was restored to the facility and instances and volumes started to recover. At 8:00 UTC, 80% of the affected instances and volumes had been recovered by automated systems. At 8:45 UTC, the increased error rates, latencies, and delayed propagation were fully resolved. A couple of unexpected issues prevented automated systems from recovering the remaining instances and volumes. The AWS team was able to fix these issues, and by 15:00 UTC, all but a small number of instances and volumes were recovered. Since 15:00 UTC AWS was working to recover the remaining instances and volumes. Most of these instances were hosted on hardware, which was adversely affected by the loss of power. At 18:50 UTC, AWS recommended to replace any remaining affected instances or volumes. The Kony team worked to restore remaining affected instances or volumes and by June 7, 06:44 UTC, the remaining affected instances or volumes were all restored and verified as behaving correctly.

Management Services 4.0.0.3 Hotfix

• Management services

  • Ticket 57203: Fix Manage User Groups pop-up so does not go outside screen and buttons are visible

  • Ticket 60175: Fix device wipe not working

No significant downtime is expected. The scheduled maintenance is designed for minimal disruption of service availability; however, it is possible for your service(s) to be unavailable for a short period of time during the maintenance window.

Reporting Service Availability Issues

• Reporting Services

[00:01 UTC] Reporting services are unavailable.

[02:30 UTC] Resolved. Reporting services have been restored.

RCA: A license with one of our vendors expired at 00:01 UTC and was required to be updated.

Support System Improvements - Unifying Cloud and Software Support

• In our pursuit to improve the service experience for our customers, we are in the process of updating our Support system to provide an integrated view of your Cloud and Software-related tickets. The effective date for this change is: May 30, 2016 With the new system in place, the overall navigation experience would remain the same, but there are few important changes to be noted as below:

• Ticket Number – Important Change

  • A new 5 digit Ticket Number will be assigned to your existing Open, Pending, & Solved tickets

  • Any new tickets created after the effective date will have a 5-digit Ticket Number

• Ticket Subject, Description, and other Fields – No Change

  • Only Ticket number will be changed. All other fields will remain the same

• Ticket Creation Process. Through https://manage.kony.com – No Change

  • Continue to use the “Open New Ticket” button on the Support tab

• Through email channel – Important Change

  • Existing email – cloud_support@kony.com will be deactivated

• Submit Request through “View My Tickets” button on the Support tab – No Change

• Tickets History

  • Open, Pending, & Solved Tickets – No Change

  • Will remain visible via “View My Tickets” button on the Support tab

• View Old Tickets – Important Change

  • Tickets closed before the effective change date will be archived separately.

  • A New button will be added on the “Support” tab to navigate to these for your reference

• Closed Tickets “Create Follow-up” – Important Change

  • You will not be able to create Follow-up tickets from “Closed Tickets”. Please create a new ticket through the “Open New Ticket” button and reference the closed ticket number, if necessary

• Email Notifications

• Sending email address - Important Change

  • Our Support team email address will be changing from cloud_support@kony.com to support@kony.com

• Once the system is updated, a confirmation email will be sent from support@kony.com for each of your open and pending tickets

• Note: If you have any issues with access, please report your issue to developer.access@kony.com.

No significant downtime is expected. The scheduled maintenance is designed for minimal disruption of service availability; however, it is possible for your service(s) to be unavailable for a short period of time during the maintenance window.

Cloud Management Console Improvements

• Cloud Management Console

  • Stabilization and bug fixes

No significant downtime is expected. The scheduled maintenance is designed for minimal disruption of service availability; however, it is possible for your service(s) to be unavailable for a short period of time during the maintenance window.

Management Services 4.0.0.2 Hotfix

• Management Services

  • Ticket 59127: Upgrade to new Dexguard version to fix wrapping failures for some child applications

  • Ticket 59834: Fix to save iOS certificates in Application Settings page with wildcard provisioning file

No significant downtime is expected. The scheduled maintenance is designed for minimal disruption of service availability; however, it is possible for your service(s) to be unavailable for a short period of time during the maintenance window.

Correction: The time zones for the maintenance window start & end times listed above are incorrect. The maintenance will begin at 12:01AM and end at 4:00AM local to the region in which your Clouds are hosted.

Reporting Service Availability Issues

• Reporting Services

[14:00 UTC] Reporting services are intermittently available. We are currently working on the issue.

[15:34 UTC] Reporting services are not available. We are still working on the issue. No Analytics data has been lost and that data continues to be captured while we address the issue.

[17:57 UTC] We are currently working on the issue and our current ETA to resolve is by 22:00 UTC.

[21:44 UTC] Revised ETA to resolve is by May 21, 4:00 UTC

[4:29 UTC] Revised ETA to resolve is by May 21, 16:00 UTC

[May 21, 13:45 UTC] Resolved. The Reporting service has been restored and has been available since 13:45 UTC.

RCA: Memory issues caused intermittent access. To address, we have migrated to a newer version of the reports engine, which took longer for the data migration.

MobileFabric 7.1.0 Release

• MobileFabric services 7.1.0 release - stablization & enhancements

  • Add ability for users with Visualizer Starter registrations to navigate through the Dashboard and Apps pages within https://manage.kony.com

  • Add support for nested records as outputs for XML, JSON, & SOAP services

  • Fix several defects

  • Address the following specific support tickets:

  • Ticket 59639: Fix app deletion timing out and showing empty error message

  • Ticket 59794: Fix encode setting for an integration service parameter, which was not getting propagated to the datasource in sync configuration

  • Ticket 59031: Fix input params which were not displayed for the lifecycle methods when datasource was a SOAP service

No significant downtime is expected. The scheduled maintenance is designed for minimal disruption of service availability; however, it is possible for your service(s) to be unavailable for a short period of time during the maintenance window.

Correction: The maintenance window start & end times listed above are incorrect. The maintenance will begin at 12:01AM and end at 4:00AM local to the region in which your Clouds are hosted.