Jelou - Historial de avisos

Incident Summary

On December 31, 2025, between 10:00 a.m. and 10:10 a.m. (local time), a temporary service latency was observed, associated with an automated database backup process.

The behavior was isolated and controlled, and the service stabilized automatically once the process was completed.

Impact

During the indicated interval, some services may have experienced slower-than-usual response times.
No service unavailability or data integrity issues were identified.

Detection

The event was identified through system monitoring, where temporary increases in response times were observed, coinciding with the execution of the automated database backup process.

Response

The technical team:

Validated the database status during the event.

Confirmed the execution of the automated backup process.

Monitored system behavior until normalization.

No corrective intervention was required, as the service stabilized as expected.

Cause

Temporary latency generated by an automated database backup process, executed within defined parameters.

Solution

Completion of the automated backup process.

Confirmation of normalization of service response times.

1. Incident Summary

On December 31, 2025, between 6:00 a.m. and 7:00 a.m. (local time), a temporary impact on bot functionality was observed, associated with an automatic update of a system component, which caused the bots not to respond correctly during that period.

The technical team detected the situation in a timely manner and performed a manual rollback, successfully restoring normal service operation.
The total duration of the incident was approximately 60 minutes.

2. Impact

During the period between 6:00 a.m. and 7:00 a.m., the bots experienced intermittent response behavior, which may have resulted in a suboptimal experience for end users.
No data loss or full platform unavailability was identified.

3. Detection

The incident was identified by the technical team through system monitoring, after detecting variations in response times following an automatic update.

Additionally, it was identified that an automated database backup process may have contributed to the latency observed during the same period.

4. Response

The technical team carried out the following actions:

• Review of recent changes applied to the environment.

• Identification of the automatic component update as the associated factor.

• Execution of a manual rollback to return to a stable version.

• Continuous monitoring to confirm service stability.

The incident was successfully resolved by the internal team.

5. Cause

• Automatic update of a system component, which caused a temporary impact on bot response capacity.

• Simultaneous execution of an automated database backup process, which may have increased latency.

• 
  6. Solution

• Manual rollback of the updated component.

• Validation of proper bot functionality.

• Confirmation of system stability following the intervention.

December 21, 2025 at 10:45 PM
Intermittent issues have been detected in the Civil Registry service since 10:42 AM (UTC -5, Ecuador). The technical team is currently performing the necessary checks.

We will keep you informed of any updates or progress.

We are currently experiencing general latency in WhatsApp message reception and delivery. The issue is under review in coordination with our provider.
We will continue to share updates as more information becomes available.

Some error messages are currently appearing in certain chat executions.
Our technical team is reviewing this behavior and making the necessary adjustments to ensure proper service operation.

We are currently experiencing message delivery issues due to a problem with our provider, Meta. Our team is monitoring the situation and will share updates as soon as they become available.

Today, incidents were reported where videos or audio files sent by users could not be played due to issues in multimedia content processing.

For biometric cases, users are advised to repeat the biometric process. A fix has been applied, and the service is being monitored to ensure proper functioning.

During the scheduled maintenance, temporary delays were experienced in the automatic chat assignment due to queued processes, which required manual assignment for a short period.

The processes are now fully normalized, and automatic assignment is functioning correctly. Monitoring continues to ensure no further delays and to maintain efficient chat handling.

We’re currently investigating this issue. Please avoid refreshing the page while we work on a fix.

The Civil Registry has reported an intermittence in its services on Sunday, October 26, 2025, starting at 6:30 PM, UTC-5, with an estimated duration of 3 hours.

During this period, there may be disruptions or interruptions in the following services:

Web service for demographic data consultation.

Web service for demographic data consultation with biometrics.

We appreciate your understanding. We will provide any updates through this same channel.