Timeline:
Start Time: 05/08/25 2:48 PM PT
End Time: 05/08/25 3:08 PM PT
Customer Impact:
Customers who tried to access the Hearsay platform via desktop, mobile app, or Embedded Relate received an Internal Server Error. This was due to a database update, which caused longer page load times that resulted in the error.
Resolution:
Yext engineers identified the root cause and reverted to a previous state immediately, which restored services for all customers.
Future Improvements:
We have identified and are going to implement additional process improvements around deploying database changes, and add more automated validations based on the cause of the incident.