This summary is created by Generative AI and may differ from the actual content.
Overview
On April 11th, between 15:20 and 19:05 UTC, a subset of customers on Free, Professional, and Business plans lost access to certain features due to a change in pricing and packaging. The issue was detected at 15:51 UTC, and a major incident call was initiated at 18:39 UTC. The problem was resolved by 19:05 UTC. Event processing and notification delivery were not impacted. Separate investigations into related issues with the DataDog widget and mobile app logouts were conducted. Post-incident actions include reviewing release processes and ensuring no further customers are missing access. An apology was issued to affected customers.Impact
A subset of customers on Free, Professional, and Business plans lost access to alert suppression, dynamic field enrichment extraction, change events, and the Visibility Console. Event processing and notification delivery were not impacted.Trigger
The rollout of a change to pricing and packaging for PagerDuty AIOps, which removed access to certain features from some plans.Detection
The issue was first detected through customer reports of missing features at 15:51 UTC.Resolution
A script was run to restore access to impacted accounts, and a fix was implemented to address a missing step in the legacy access script. The issue was resolved by 19:05 UTC.Root Cause
A missing step in the legacy access script logic prevented full propagation of changes across all systems, leading to loss of access for some customers.
