Previous incidents

Between June 19 and June 21, Ventrata experienced four brief periods of service disruption due to automated restarts on our primary database instance. Adjusted to UTC, the specific downtime windows occurred on June 19 from 14:00 to 14:10 UTC and 19:23 to 19:27 UTC, June 20 from 11:21 to 11:23 UTC, and June 21 from 17:51 to 17:57 UTC. All systems automatically recovered within minutes of each incident. The underlying database migration has since been successfully completed, and permanent archi...

Service appears to be returning to normal. We are continuing to monitor the situation closely and will provide further updates.

Transactional email delivery is showing signs of recovery after the earlier degraded performance from our email provider. The provider has marked the incident as resolved, and we are seeing the backlog of queued messages continue to decrease.

Some emails may still be delayed while the remaining backlog is processed. We will continue to monitor delivery performance and provide further updates if needed.

The issue has now been resolved, and availability is being returned correctly.

If you find your products are still not showing available on Viator you should reach out to our team or re-map via the backoffice which will trigger a refresh on the Viator side.

We recently updated adyen’s dispute handling. The change was designed to introduce a new status when a chargeback was issued that would prevent tickets from being used if they hadn’t already. This change unfortunately had a breaking compatibility with a new SDK version of the Adyen library that we were using in production. Once we noticed the name changes we immediately responded and fixed it in production within 30 minutes of noticing the error.

We have identified and fixed a root cause and now continue monitoring our systems.

A full root cause analysis (RCA) will be shared once available.

Thanks again for your patience.