Support › All Tickets › #TN-8429

High latency on EU-West region affecting API endpoints

Ticket #TN-8429 • Created 2 hours ago
In Progress High Priority
Conversation Thread
JD
James Donovan Customer
Today, 10:14 AM

Hi CloudNexus team,

We're experiencing significant latency spikes on our API endpoints hosted in the EU-West region. Response times have jumped from ~45ms to over 800ms intermittently since 09:30 UTC. This is affecting our live SaaS dashboard for enterprise clients.

Our load balancer metrics show healthy traffic distribution, but TCP handshakes are timing out. Could you check if there's a routing issue or upstream provider degradation?

Here's our deployment ID and relevant logs:

Deploy: eu-west-1-prod-782
Status: Degraded
Endpoint: api.example.com/v2/sync
Timestamp: 2025-03-15T09:30:00Z

Please prioritize this. We're on the Enterprise plan.

📄 latency_spreadsheet.csv 📊 loadbalancer_metrics.png
CN
CloudNexus Support Internal Note
Today, 10:22 AM

🔍 Investigation Notes:

Checked BGP sessions for EU-West. AS64512 showing flapping routes. Upstream provider (GTT) has a known maintenance window that started at 09:00 UTC. Opening ticket with NOC to reroute via fallback peering. ETA for fix: 45 mins.

CN
Alex Morgan Support Engineer
Today, 10:35 AM

Hi James,

Thanks for reaching out and providing the detailed logs. I've escalated this to our Network Operations Center.

Our monitoring shows a BGP routing anomaly affecting the EU-West edge nodes due to an upstream provider maintenance window. We've already initiated a failover to our backup peering links to restore normal latency.

You should see improvement within the next 20-30 minutes. I'll keep you updated and run a full performance report once stabilized. Is there anything else impacting your environment?