Jelou - Error Messages in Executions – Incident details

RCA – 12/17/25

1. Incident Summary

On December 17, 2025, alerts were triggered related to the performance and availability of services dependent on the MongoDB database. Jelou’s technical team prioritized the platform review and confirmed that certain query processes were experiencing performance degradation, impacting the proper operation of associated services.

2. Impact

During the incident, customers interacting with chats and integrated corporate services experienced slow responses and intermittent behavior, including increased wait times on some queries, partially affecting the overall user experience.

3. Detection

The incident was detected through performance monitoring systems and automated alerts, which indicated an abnormal increase in database response times. Additionally, support tickets were received from the customer support team reporting slowness and service inconsistencies.

4. Response

Jelou’s technical team conducted a thorough analysis of the database status, reviewing performance metrics, query load, and resource utilization. During this process, inefficiencies in query execution were identified, causing overload and negatively impacting system responsiveness.

5. Root Cause

The investigation determined that the incident was related to an issue in the database query optimization structure, resulting in certain operations executing inefficiently, increasing processing times and resource consumption.

6. Resolution

To resolve the incident, corrective adjustments were applied to the database configuration and optimization, restoring the necessary conditions for proper query processing. These actions normalized performance and restored stability to the affected services.

7. Mitigation

As a preventive measure, change management and validation controls for the database were reinforced, along with continuous monitoring of critical performance metrics. In addition, early warning alert mechanisms remain active to proactively detect any anomalous behavior that could impact Jelou’s services.