IP Intelligence

API v2 Bug

ShippedTeam: Eng

TL;DR

Coordinated the fix and directly notified every affected customer after a v2 API bug broke live workflows, restoring trust through transparency.

Outcome

↑customer trust, via direct proactive communication
→workflows restored for every affected customer

Saw It

A version bug in the v2 API broke live customer workflows.

↓→

Figured It Out

Chose direct, proactive customer communication over letting customers discover the break themselves.
Needed engineering to confirm root cause and a fix before communicating an update path.

↓→

Did It

Shipped the fix and communicated the update path and risks directly to affected customers.

My Role

Owned the customer communication and coordinated the fix with engineering.

Full breakdown

Problem & Risk

Business Viability Risk

A live API bug broke customer-facing workflows, risking trust and continued usage if handled poorly or silently.

Context

A v2 API version bug broke customer workflows on the platform.

Timeline

git log --oneline⏱ incident response

kickoff: v2 API bug breaks customer workflowsDay 0

discovery: root cause coordinated with engineeringDay 0

fix: patch shippedDay X

next: customers notified directly, workflows restoredNext

What We Did

Coordinated the fix with engineering, then communicated the update path and risks directly to every affected customer, inviting them to update.

~ rough sketch, not an actual screenshot ~

v2 API bug breaks workflows

fix coordinated with engineering

direct customer comms

trust restored

Who Benefits

Affected customers got a fast, transparent fix instead of silence, restoring trust in the platform.