On the 26th September 2018, our engineers identified an issue which caused a delay in processing of data from user websites.
Why did this issue occur?
Hotjar's hosting provider, Amazon Web Services, had a large performance degradation in their S3 service. Since we rely on that service to store various files and process data, this meant a build-up in delays to process data for Recordings, Heatmaps, and Forms, as well as some smaller latency issues in our API.
What effect did this issue have on my site?
This issue did not effect user sites or their visitors.
What effect did this issue have on my data?
This did not cause any data loss, just slowed down its processing so that a larger than normal delay was seen between events occurring on user websites and showing up in the Hotjar interface (most notably recordings and heatmap hits).
What are we doing to ensure it doesn't happen again?
We are scheduling a post-mortem to identify fallback solutions for degradation in service from S3. Even though some potential solutions have been identified, we still need to investigate the feasibility and impact of each solution.