Graco - Pulse Level - Cellular Device Comm Errors – Incident details

Incident: Pulse Level Communication Errors

Impact

Beginning at approximately 8:25 PM CDT on Sunday, September 20, the Pulse Level platform experienced a service disruption that affected device communication processing. As a result, updates from connected TLM devices were delayed until service was restored.

Detection

The issue was identified on Tuesday, September 22, following customer reports of communication-related issues. These reports initiated an investigation by our engineering team.

Resolution

Service was fully restored at 1:07 PM CDT after the underlying processing issue was identified and corrected. Following restoration, engineering teams verified normal system operation and confirmed that device communications were again being processed as expected.

Root Cause

The disruption was caused by an unexpected service interruption within the cloud-hosted infrastructure supporting device communications. The condition prevented communication data from being processed until corrective action was taken.

Corrective Actions

• Enhanced monitoring and alerting have been implemented to improve detection and response time for similar service interruptions.

• Additional resiliency improvements are being implemented to increase service availability and reduce the likelihood and impact of future disruptions.

• Recovery procedures have been strengthened to support faster restoration of service should a similar event occur.

Service has been restored, and systems are currently returning to normal operation.

Users are encouraged to monitor their devices and data over the next several hours as system performance stabilizes. Please note that new readings may take up to 24 hours to report and appear within the application.