Urgent: Report of Critical Issues with Azure App Services for SMART-API-PROD

Lakshan Danapala 5 Reputation points


We are reaching out to bring to your attention two critical issues that have significantly impacted our operations within Azure App Services, particularly on the SMART-API-PROD service.

1. SWISH Payment Gateway Certificate Issue:

Our applications rely on the SWISH payment gateway hosted on Azure App Services. TLS certificates, crucial for secure connections with SWISH, have been bound and imported into the Azure App Service under TLS/SSL certificates.

On November 22, 2023, a severe disruption occurred where all SWISH payments failed. Despite the certificates being present in the Azure App Service, our investigation revealed that they could not be located by their thumbprint. Even after attempting a simple restart of the app service, the issue persisted. It was only after scaling up and then scaling down the app service that the problem resolved. Unfortunately, during this period, over 300 orders failed, causing significant business disruption.

2. Periodic Slowness Issue:

Over the past two weeks (from November 6, 2023, to November 23, 2023), we have received numerous reports from users citing intermittent slowness in our system. Despite leveraging Azure Application Insight and other monitoring tools to assess performance, we were unable to identify any performance-related issues. This sporadic slowness has had a noticeable impact on our operations and user experience.

It's worth noting that scaling up and then scaling down the app service also resolved this slowness issue.


  • App Service Name: SMART-API-PROD
  • Subscription ID: [Your Subscription ID]
  • Swish Payment Issue Date: November 22, 2023
  • Slowness Issue Period: November 6, 2023, to November 23, 2023

These issues are proving detrimental to our business, causing operational disruptions and negatively impacting customer satisfaction. We urgently request your prompt investigation and resolution of these matters to prevent any future occurrences.

Thank you for your immediate attention to these critical issues.

Azure App Service
Azure App Service
Azure App Service is a service used to create and deploy scalable, mission-critical web apps.
7,325 questions
{count} vote