Elevated Latency Observed on Southeast PROD

Incident Summary:
On December 3, 2025, clients hosted in the AP Southeast region experienced intermittent slowness. During this period, users faced delays when accessing their portals, with pages loading more slowly than expected. Additionally, a few dependent APIs returned errors, further contributing to the degraded user experience.

Root Cause:
The primary cause was performance degradation in a dependent service that our platform relies on for real-time data retrieval. This dependent service was experiencing delays because of an underlying Redis issue.

Corrective Action:
We restarted the Redis instance, which resolved the issue. Redis is hosted on a third-party cloud vendor, and the restart restored it to normal performance.

Preventive Measures:
To minimize recurrence, Cornerstone is taking the following actions:

• Implement Redis Health Monitoring & Alerts: Set up enhanced health checks and real-time alerts for Redis latency, connection failures, and resource usage so issues are detected early.
• Optimize Redis Configuration & Resource Allocation: Review and fine-tune Redis memory, eviction policies, and CPU allocation to prevent performance bottlenecks.