SuperTokens - Service-wide downtime for managed instances – Incident details

Impact:

The incident impacted all users of SuperTokens and resulted in downtime ranging from 40 minutes (as reported by some end-users) to 2 hours of downtime (when incoming reports stopped and DNS debugging tools indicated that the update had propagated), depending on the customer.

Root cause:

The supertokens.io domain unexpectedly failed to auto-renew on our provider, so the domain was parked until we could manually renew it.

Changes we are implementing to make sure this never happens again:

• We are working with our domain provider's support to ensure auto-renewal never fails again.

• Adding billing team members to infrastructure resolution workflow