Report on Overcounting of Metrics for Linked AWS WAF Integration

The number of metrics for WAF hosts registered through the AWS Integration was being overcounted compared to the actual number of metrics that could be verified. As a result, when the maximum number of metrics per microhost (30 metrics) was exceeded, the billed charges may have been higher than intended.

We would like to inform you of the details of this issue and how we intend to respond to it.

Dates of occurrence

  • Since April 2020 (when support for AWS WAF Integration was added)

Affected Areas

  • WAF hosts registered through AWS Integration (other potential impacts are still being investigated)

Current Status

  • We have completed our investigation of organizations that have been impacted by this bug since March 28, 2022, when we announced that additional metrics could be obtained through WAF linkage (below).

  • Although we are taking action to resolve the root cause of this issue, we may temporarily stop the linkage of the additional metrics described above.

    • In this case, these metrics will stop being displayed on graphs, and alerts will not be triggered.

Root cause

  • When posting WAF metrics, some metrics were being posted multiple times, resulting in duplicate metric counts during the billing process.

Our Response

  • For March 2022 billing (at the beginning of April 2022), we sincerely regret to inform you that duplicate metrics will be reflected in the billing.
  • We are currently investigating organizations impacted by this incident over the entire time period. As soon as the investigation is complete, we will proceed with refunds on an individual basis.

We apologize for the inconvenience this may cause to our users.

We will continue to make every effort to improve the quality of our service, and we ask for your continued support of Mackerel.