Eligible outage history

Between 12:11 AM and 2:30 AM PDT this morning, our services experienced a major disruption due to an infrastructure provider outage in the US-East region. The issue affected authentication, API requests, and data processing capabilities. Our services are beginning to recover. Most functionality has been restored, though some users may still experience intermittent issues or slower performance as systems process backlogs. Our Incident Response team continues to monitor the situation closely.

This incident has been resolved.

Incident Status Update Status: Investigating Impact: API Service Disruption Started: 6/3 3:44PM EST We are currently investigating reports of issues affecting our API service. Users may experience intermittent failures, increased response times, or service unavailability when making API requests. Current Actions: Engineering and DevSecOp Admin teams have been notified and are actively investigating Monitoring systems are being reviewed to identify the root cause We are working to restore full service as quickly as possible

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

We are currently experiencing an increased error rate on our support page. Our incident response team is actively investigating the root cause and working to resolve the issue as quickly as possible.

Support Page Errors - Resolved Date: February 12, 2025 Status: Resolved Issue Summary We experienced temporary disruptions on our support page due to overly strict networking protections. Impact Temporary increase in error rates No data loss reported Services now fully operational Discovered and resolved in less than 30 minutes by Eligible's Incident Response Team (IRT)

On Friday evening, from 6:59 PM to 9:49 PM, some Eligible API customers experienced intermittent failures accessing our APIs due to a partial degradation in the performance of our API infrastructure. The root cause has been identified and resolved, and further mitigations have been scheduled to prevent this problem from recurring.

Investigating performance of Eligible's APIs

The issue has been identified and a fix is being implemented.

We are continuing to work on a fix for this issue.

This incident has been resolved.

We are currently investigating occasional, transient 502 errors reported by some customers.

The issue has been identified and a fix is being implemented.

This incident has been resolved.

Investigating degraded performance of Eligible's APIs

This incident has been resolved.

We are currently investigating this issue.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

A fix has been implemented and we are monitoring the results.

We are continuing to monitor for any further issues.

This incident has been resolved.

We are currently investigating this issue.

This incident has been resolved.

Investigating degraded performance of Eligible's APIs

The issue has been identified and a fix is being implemented.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

A fix has been implemented and we are now monitoring results.

This incident has been resolved.

We are currently investigating degraded performance of Eligible's APIs

This incident has been resolved.

We are currently investigating degraded performance of Eligible's APIs

The issue has been identified and a mitigation is being implemented.

This incident has been resolved.

This incident has been resolved. We are continuing to monitor for any further issues.

This incident has been resolved.

We are currently investigating an issue causing degraded performance on Eligible's Marketing site eligible.com. Eligible's Dashboard is not showing any degraded performance indicators and can be reached via https://account.eligible.com/users/sign_in

This incident has been resolved.

Degraded performance on Eligible Account Dashboard - Issues is on AWS's side more information forthcoming

AWS has restored enough of their services that we are no longer seeing degraded performance on the Eligible Account Dashboard Application. We will continue to monitor and keep you posted every step of the way.

We are currently investigating an issue on account.eligible.com (dashboard) preventing attachment uploads. All hands are on deck investigating, thank you for your patience, we will provide you with updates as they become available.

Thanks for your patience - the issue with attachment uploads has been resolved.

Our monitoring has reported a higher number of failures than usual. We’re currently investigating and will have more information shortly.

We're seeing positive signs and the Website is now responding as expected. We are still monitoring API closely. If you're experiencing issues, please let us know at [email protected]

Eligible API is now responding as expected. We are still monitoring this closely. If you're experiencing issues, please let us know at [email protected]

An unexpected spike in the traffic affected the Nginx's SSL termination, resulting in higher response times and failures. Upon identification, we reloaded Nginx servers to reduce response time and errors.

The third party service Eligible uses from Amazon Web Services is experiencing increased API errors. Eligible is actively working with AWS to resolve their issue.

The issue has been identified as degradation of services at AWS. We are actively working with AWS to resolve their issue. Status updates from AWS are shared on AWS's status page and here for our customer's convenience as well.

Eligible continues to see increased error rates from Amazon's Cognito Service. In an effort to mitigate the incident Eligible has been begun spinning up an update to avoid further inconveniences caused by AWS's increased error rates. Thank you for your patience.

AWS has reached out to us informing us that the Cognito Service has improved and we should see a lower rate of API errors. Our service team has confirmed and is monitoring closely. We will keep this case open and continue to monitor for some time until we confirm it is closed. This incident, when active, impacted sign in at eligible.com only by intermittently causing failure to sign in to eligible.com throughout the duration of the issue.

This incident has been resolved.