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"
