Incident Report

Incident Reference: 92792

Incident Overview

Outage of Kornit X Platform including Web Tier, Order Creation and Background Processing

Date/Time identified

05/11/2022 10:13 GMT

How was the issue identified?

• Various alerts were raised by the Kornit X system monitoring regarding failed connectivity with the Platform.

What Date / Time was the service to customers first affected?

05/11/2022 10:06 GMT

What was the impact?

All Kornit X core order services were unavailable –

Including:

• Order creation and background processing of orders.
• Web tier meaning users were unable to view and manually process orders, download artwork, complete production tasks
• API services unrelated to order processing

Excluding:

• Front end Smartlinks that did not featuring pricing or stock data

What was done to restore service?

• VPN tunnel restarted which resolved the issue

What time was service restored?

05/11/2022 11:06 GMT

What caused the service to fail?

• Two instances of the same VPN tunnel were running at once, which caused communication issues within our network.

Are there any further actions?

• We are investigating further into what caused the second instance of the VPN tunnel to become active and how this can be prevented from happening again.
• This VPN will be decommissioned once Kornit has completed the migration of all Kornit X Platform services to AWS Cloud Infrastructure, targeted for Q1 2023.