We’re writing this post to address the incident that occurred this morning at 11:28 AM where there was an unexpected outage on one of our connections at our datacenter, NTT Netmagic, in Mumbai where our servers connect with the stock exchanges.
Our team became aware of the issue within seconds of it happening. Once identified, we quickly transferred orders to an alternate connection which took about 2-3 minutes. Unfortunately during this time, orders via that connection went into transit mode, and data feeds that were rendering charts for users went blank, as a result, these charts displayed empty candles in this time frame.
While we resolved the issue immediately, it took us some time to ensure that all in-transit orders were reconciled completely and updated. We also receive a high volume of inbound queries across all channels where we assist our users in closing all in-transit orders in our systems.
Technology aside, our highest priority was to resolve the issue quickly by diverting traffic, re-establishing the connectivity, and then reconciling the orders. On customer service, our highest priority was to ensure we assist users with square-off orders in transit. In the meantime, we also resolved the charts for our users. In-transit orders that were reconciled were updated based on exchange data and in such cases the order/trade dates will reflect the timestamp of the update of order.
This incident was unexpected and equally frustrating for us, and completely outside of our control. We have already escalated this with our datacenter at the highest levels and have also asked for a detailed root cause analysis of the incident.
Meanwhile, please be assured that our customer service teams are working diligently to reach out to affected users in our pursuit to provide you with the best possible experience.
Please note that we will reconcile all orders post-market hours today after 4:00 PM. It may be possible that today’s orders and positions will be intermittently available for select users after market hours while we complete the reconciliation process.
Do reach out to us at firstname.lastname@example.org if you have any queries.