On September 8th 2021 at 09:55 UTC our engineers identified an issue with some data not being accessible in Insights.
No data was lost during this incident.
What happened?
Users were unable to view previously collected recordings, incoming feedback screenshots, and other data that was older than 24 hours. When attempting to view recordings, users would get a message that said the recording was unavailable or had been deleted.
Why did this issue occur?
An error in the configuration of our data retention policies led to some data that was still in use being marked for deletion and made unavailable to our users.
What will we do to prevent this from happening in the future?
We held an internal postmortem and have a number of improvements that we’re working to implement in our process. These relate to both post-change testing on our end, and improvements to the process that we follow when releasing similar configuration changes.