Aconex Performance

What is an incident?

An incident is an operational event requiring a timely response because the platform is unavailable or experiences a performance degradation affecting key functionality for a significant number of customers. 

An incident will typically have the following stages:

• Investigating: our teams are actively investigating but the cause has not yet been identified.
• Identified: the cause and remediation action have been identified.
• Monitoring: remediation work has been completed and we are monitoring to determine if the Platform is responding as expected.
• Resolved: we are satisfied the platform is responding as expected. There may still be some secondary issues occurring, but if these do not meet the definition of an incident, we will close the incident and put these in a priority queue. 

After the incident is resolved, the teams involved meet to conduct a postmortem to determine the cause, assign corrective actions and ensure learnings are carried forward.

What incidents do we communicate about?

• When an instance is unavailable.
• Performance degradation affecting key functionality for a significant number of customers.

What notification timeframe do we target?

• We communicate after we have determined that an operational event meets the definition of an incident. 
• We aim to provide a balance between keeping customers informed, and avoiding sending unnecessary notifications.

How to check the performance status

You can view the Oracle Aconex performance status via Statuspage or in the app.

You can subscribe to receive notifications by clicking the Subscribe to Updates button in the top right-hand corner of Statuspage.

Request a Post Incident Report

After an incident is resolved you can request a Post Incident Report (or PIR). 

A PIR contains the following information:

• Type of incident. For example, service degradation, partial outage, or service outage.
• Affected product, application, or service. 
• Incident timeline from impact start to service restoration.
• Customer impact.
• Preliminary investigation.

If you submitted a service request (SR) during the incident, you can request a PIR on the same SR. Otherwise you can raise a new SR for your request. Once available, the PIR will be provided to you on the SR.

For the purpose of a Post Incident Report, an incident is defined as a cloud service degradation, cloud service partial outage, or cloud service outage that impacted a production environment for longer than 20 minutes. You can view current and historical incidents on our Statuspage.