Jitterbit System Status

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    Jitterbit is vigilant at applying safe and secure integration processes. We use strict security measures to protect our customers’ valuable information, and constantly evaluate and improve our systems and processes to keep abreast of the latest security demands.

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    Issues with Harmony cloud logins, operations, and APIs
    Incident Report for Jitterbit

    Root Cause Analysis

    Product: Harmony

    Issue: Service disruption for login service, APIs on APIM, Agent communications

    Impact: Major

    Services Impacted:

    • Cloud Login
    • Rest API
    • Operations
    • APIs running on APIM

    Location: NA (North America Cloud)

    Problem Description

    Login and App access: Users encountered an internal server error when attempting to log in to Identity, hindering access to various apps such as Cloud Studio, APIM, Marketplace, and the Management Console.

    Cloud and Private Agents: Harmony Cloud and Private agents faced connection issues and were unable to log in, rendering them incapable of processing any operations.

    API on APIM: The APIs experienced intermittent issues, ranging from degraded execution to complete unresponsiveness.


    March 2, 2024 9:05 PM UTC - March 3, 2024 02:20 AM UTC

    Root Cause

    This high-traffic volume was confirmed to be the result of a distributed denial-of-service (DDoS) attack from a malicious third party targeting our AWS Cloud Service.

    We detected unusually high traffic volume on our firewalls and load-balancers. The servers behind the firewall were unable to handle this overwhelming surge in traffic, resulting in disruptions to user logins, agents processing operations, and APIs on APIM.

    Our Web Application Firewalls (WAF) failed to detect the unique fingerprint of the traffic and, consequently, were unable to block it.

    Immediate Action

    Once the elevated traffic was detected, the Jitterbit team, per security protocol, took countermeasures by blocking all traffic and safely restoring each service by thoroughly reviewing with our Information Security and AWS Security Team.

    During this time, services to API, Login and Agent communications were disrupted. Once the fingerprint was derived, a rule was put in place to mitigate the attack.

    We implemented rate-limit rules as an additional safety layer while collaborating with the AWS Security Team. Services were safely restored by thorough review by both the Jitterbit and AWS teams. No customer data was lost or at risk during the disruption.

    Strategic Action

    The Information Security team will run security scans and review the Intrusion Detection System (IDS) to confirm this was an isolated scenario.

    Jitterbit Security Teams are continuing to work with the AWS Security team to further analyze and implement proactive safety measures to mitigate further disruptions.

    Posted Mar 05, 2024 - 00:13 UTC

    The issue has been resolved and services have been restored. We are working on the details for the RCA and will share those soon. We apologize for the inconvenience.
    Posted Mar 03, 2024 - 05:57 UTC
    A fix has been implemented and services have recovered. We will continue to monitor and investigate any new issues that arise.
    Posted Mar 03, 2024 - 03:28 UTC
    At this moment, our team has identified the issue and is actively working on a solution. As services gradually come back online, we continue our investigation.
    Posted Mar 03, 2024 - 02:34 UTC
    We are currently working with our cloud hosting provider AWS on a network/infrastructure issue around an unusual high volume of traffic. This is affecting degradation in our services. Will continue to provide updates as they come in.
    Posted Mar 03, 2024 - 01:40 UTC
    We apologize for the inconvenience. We are still investigating the issue. The is our highest priority and will provide details as they come.
    Posted Mar 03, 2024 - 00:38 UTC
    We are continuing investigating this issue.
    Posted Mar 02, 2024 - 23:46 UTC
    We are currently investigating the issue impacting logins to applications, operations, and APIs. Our team is actively working to identify and resolve this issue as quickly as possible.
    Posted Mar 02, 2024 - 23:05 UTC
    We are still investigating the issue. Logins, Operations, and API functionalities are all affected.
    Posted Mar 02, 2024 - 22:27 UTC
    At this time, we are still investigating. Issue is affecting login and APIs
    Posted Mar 02, 2024 - 21:57 UTC
    We are currently looking into an issue with slow activity log and degraded agent synchronization.
    Posted Mar 02, 2024 - 21:25 UTC
    This incident affected: NA Harmony (Management Console).