To our Valuable Customers,

On the afternoon of February 24, Webroot users reported login issues and slow device performance. Our investigation revealed a surge in traffic to one of our cloud-based hash lookup services. To address this, we quickly scaled up backend capacity, restoring service within two hours.

Similar to an incident in December, a failure in agent logic led to excessive API calls, straining the cloud’s responsiveness and delaying certain processes.

To prevent future occurrences, we are implementing improvements, including:

• Enhancing agent logic to reduce backend load during call failures.
• Regularly reviewing and adjusting cloud capacity limits.
• Re-architecting the agent’s cloud application for better scalability.
• Optimizing AWS policies to strengthen platform performance.
• Enhancing service monitoring for faster issue resolution.
• Decoupling service dependencies to improve reliability.

We appreciate your patience and remain committed to delivering reliable endpoint protection.

– The Webroot Team"