Since January 25th, IBM Initiate Exchange has been operating in a state of extremely high system utilization which has caused problems with overall system performance and support. Many positive steps have been taken over the past several weeks, including successful promotion of a software HotPatch into production. Completion of these have resulted in better management of the system load and stabilization of the system/service.
Since January 25th, IBM Initiate Exchange has been operating in a state of extremely high system utilization. This has caused many customer connections to retry frequently and has flooded our IBM Support team with Alert conditions. This has resulted in customer dissatisfaction in two areas: Exchange Order Processing and Viewing system response time, and turnaround in IBM Support and Service teams' handling of exceptions for individual customers.
The IBM Initiate Exchange team has been working on the high utilization issues introduced by combination of product security updates, new configurations, additional stored data, and additional users. Immediate actions on January 25th recovered Exchange from a full outage condition, but the heavy loading continued. The development, operations, and services teams continually analyzed the infrastructure for problem areas. Daily discussions centered on which actions could safely and quickly bring the system back to a normal load state. Additional actions were taken on Jan 30th, Feb 2nd, 16th, 19th, 21st, and 23rd.
As of the morning of Feb 24th, the load was restored to a stable level. The customer connection retries we believe are back to normal levels, and the Support team Alerts have returned to typical levels.
We continue to investigate and analyze the load daily. We have additional actions planned to further reduce the load and improve customer responsiveness on order processing and Result retrieval.
This remains the highest priority for the IBM Initiate Exchange team, and apologize for the inconvenience.
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