On 2021-04-20, NXT customers not already logged in were unable to access their NXT instance between 15:27 and 19:43 UTC due to the third party Auth0 experiencing a major outage. This service disruption impacted our US NXT instance only.
Customers already logged in, as well as SFDC and EU customers were not affected.
After receiving alerts, our team verified that authentication was not possible for new NXT sessions. Any existing NXT sessions that were already authenticated were able to continue working as expected.
From the service provider side, the issue was caused from large collection scans resulting in database locks and resource contention.
Actions taken by the service provider to mitigate and prevent moving forward:
We are exploring all possible options with the vendor to increase resiliency. We take availability and performance seriously and will continue to make improvements for the best possible experience.