1. Incident Overview

The Hyper Portal was affected by a complete service outage. The issue was caused
by an update to a dependency breaking SemVer conventions. The incident was
raised by automated health check at 12:45 BST on Monday 21th October. The cause
was identified and resolved by 13:06 BST.

2. Incident Details

When scaling the Hyper Portal pulls its runtime dependencies from NPM. A change
in the dependency pdf-to-png-converter
broke backwards compatibility without a major version bump. This caused new
instances of the Hyper Portal to fail to start up. With the service unreachable,
the load balancer reported back HTTP 502 errors.

3. Incident Response

12:45:26 BST 2024-10-21 Automated monitoring reports the outage.
12:45:59 BST 2024-10-21 Harry Jarman (Web Lead) acknowledges the incident.
13:01:45 BST 2024-10-21 Harry Jarman (Web Lead) creates, publishes, and begins deployment of hotfix.
13:06:27 BST 2024-10-21 Automated monitoring confirms deployment successful and restoration of service.

4. Root Cause Analysis

The issue was caused by an automatic update to a package which broke backwards
compatibility within a minor version bump. This was because the package was
versioned to allow minor bumps, which is the default behaviour of NPM.

5. Impact and Consequences

The overall impact of the outage was a loss of service for the SDKs, and mapping tools.

6. Incident Closure

The incident was closed at 13:06 BST upon internal confirmation that the issue
was no longer occurring.

Hyper Portal recovered.

Hyper Portal went down.