Altmetric Blog

Customer Update: Altmetric Technical Major Incident

Lewis Cameron, 16th March 2021

To all of our customers, 

As some of you will have noticed over the past week, Altmetric has been experiencing some service issues, including downtime, reduced performance and misattributed data. This has been caused by a major incident at one of our infrastructure providers. 

What happened?

At approximately 0100am (UTC) on March 10th 2021, one of our infrastructure providers suffered a major fire, during which one of its data centres was destroyed. This caused an immediate outage for many of our services, lasting until 0335am.

How have the Altmetric services been impacted?

While all Altmetric services have been restored, users may have experienced a degradation in the performance of some of our services and misattribution of some mentions (<1%). For further details, please refer to the status page at status.altmetric.com, which we continue to update.

Importantly, there is no indication of any Altmetric or user data having been lost or exposed.

Has the issue been corrected?

While the provider has implemented business continuity measures to mitigate the incident, it has suffered further outages as a result of the damage to its infrastructure.  We remain in regular contact with the provider for status updates and to improve our understanding of the issues it has suffered.

All Altmetric services have now been restored and the team continues to work to ensure that all mentions are correctly attributed. We expect this process to be complete for all mentions up to March 9th 2021 by the end of today (March 16th 2021). Over the course of the next week, we will be focusing on correctly attributing mentions to more recent research outputs, re-enabling the processing of new and queued mentions and taking steps to improve resilience. 

What should I do / where can I get more information?

If you have any concerns or would like to report a problem, please get in touch (support@altmetric.com).

We will keep status.altmetric.com updated with any further information.

To everyone affected, we are sorry.  We take this matter very seriously and our team continues to do everything to correct any issues as quickly as possible. In the meantime, we apologise for any inconvenience caused.

Kathy Christian, CEO and Lewis Cameron, CTO.

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