Lessons Learned Case Study – Fault Tolerant Integration and Syncing
A recent third-party partner incident highlighted the strength (ISO-certified quality procedures) and flexibility of ASC’s fault tolerant integration and syncing practices. ASC is sharing the incident below to illustrate our best practice capability and our lessons learned quality focus.
Salesforce has a planned disablement of TLS 1.0 beginning in June 2016 and as part of the planned exercise is allowing selected clients to enable an optional higher security transport layer update ahead of the main June 2016 disablement schedule. One of our customers accepted the advance update which subsequently suspended the ASC-Salesforce API data sync feature for the customer instance (seems the API was configured to the TLS 1.0 parameters and ASC was inadvertently not engaged to update the related integration connectors in line with the client’s planned update).
Due to the fault tolerant design of the ASC data sync no data was lost and recovery was seamless and easy. The sync was suspended for just this customer, data queued and subsequently processed once ASC certified the update corrected the TLS issue (all within a business day).
Despite the best planning and intentions, these things do and will happen (e.g., someone unknowingly breaks a connection). It simply reinforces the need for fault tolerant integration and syncing practices and proper guards against data loss.
As part of our ISO-certified quality management procedures, ASC has a complete roadmap of corrective actions with Salesforce (and other platforms) for various potential scenarios. And in this case, ASC took such corrective action right away resulting in fast and complete resolution of the issue.
ASC is architected with an external system queue that immediately detected the sync and push failures and automatically alerted the ASC support team for action. Support simply paused the sync queue to this customer while proceeding to assess the cause of the failure. Working in partnership with the customer, the root of the issue was quickly discovered and subsequently fixed by the client (they deactivated the optional update). ASC in parallel recovered all the queued records and activated the queue once again with no pushed updates lost for the client's Salesforce data. ASC will work in partnership with the client before they implement the update again.
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