Bottom line: (well within the 10‑day SLA). The incident turned into a valuable learning opportunity, prompting enhancements to our CI/CD validation suite and to the incident‑response playbook. 2. Background & Context | Item | Detail | |------|--------| | Ticket ID | CALEHOT‑98 | | Opened by | Jane Liu (Support – Tier‑2) | | Date/Time Opened | 2026‑03‑12 09:17 UTC | | Affected Service | CalEHot – Real‑time pricing engine (Java 17, Spring Boot) | | Production Scope | 4 AWS regions (us‑east‑1, us‑west‑2, eu‑central‑1, ap‑southeast‑2) | | SLA | 10 business days for “Critical – High Impact” tickets | | Stakeholders | - Product Owner (Mike Alvarez) - Platform Engineering (Team “Nimbus”) - Customer Success (Sarah Patel) - End‑User (Retail Partner “FastMart”) |
(Prepared for: IT Service Management / Customer Success Team – 14 April 2026) 1. Executive Summary Ticket CALEHOT‑98 surfaced on 12 Mar 2026 and quickly evolved from a routine glitch into a multi‑disciplinary case study. The issue impacted 15 production endpoints , generated ≈ 2 GB of error logs , and caused a ~ 3‑hour service degradation for a key client segment. calehot98 ticket
Prepared by: – Senior Incident Analyst Date: 14 April 2026 Bottom line: (well within the 10‑day SLA)
Our investigation uncovered a in the CalEHot micro‑service’s caching layer, aggravated by a recent configuration‑drift in the Kubernetes deployment. The remediation plan – a three‑step patch, a rolling‑restart, and a post‑mortem automation – restored full functionality and introduced safeguards to prevent recurrence. Background & Context | Item | Detail |