Postmortem Wednesday 29th October 04:42 - 13:06 UTC
We are writing to inform you about a temporary service interruption that affected the VeratadAI ID Document Verification Service earlier today.
Our monitoring systems detected intermittent failures beginning at 04:42:26 UTC, with full service restoration confirmed at 13:06:49 UTC. During this period, some customers experienced degraded performance or incomplete transaction responses.
Our investigation determined the root cause was a change made by a downstream provider, which modified an API header name unexpectedly. This caused errors in all requests sent to that provider. While all transactions processed successfully within VeratadAI’s systems, they failed at the final provider call stage, resulting in incomplete or unsuccessful API responses for some customers. In certain cases, this provider’s response is required for a verification pass, leading to inconsistent outcomes during the outage window.
To address this issue, we have: • Implemented redundancy across providers for the affected API call to prevent single-point dependency failures. • Added enhanced monitoring and alerting specific to provider header and response validation to detect similar issues immediately.
We sincerely apologize for any inconvenience or disruption this may have caused. We are conducting a full review to further harden our monitoring and provider management processes to prevent future recurrences.