1. Summary of Incident: At 11:49am CT on 12/20/2024, we performed an annual update intended to extend the service expiration date for a subset of our subscribed customers from 12/31/2024 to 12/31/2025. An error in our update logic resulted in that subset of subscribed customers being marked as unsubscribed, which in turn led to limited access to highway.com for affected customer users. During the incident window, affected users were redirected to a static page outlining their company’s plan and an outdated credit card form prompting the user to subscribe to Highway.
2. Resolution: Upon detecting the anomaly, our technical team responded within minutes, correcting the update logic error and correctly updating the service expiration date. No further issues have been detected, and we are monitoring for any sign of issues related to this service disruption.
3. Action Plan & Prevention: Code Optimization: Work has begun to solidify the logic of this annual update process to include testing guardrails and ensure a similar error doesn’t recur when we expect to repeat this process in December of 2025.
We sincerely apologize for any inconvenience caused to our customers due to this incident. Our team is committed to learning from these events and continually refining our operations to serve you better.