LogsF-2291

Rebuffer ratio 45% above baseline on Revolut BR through the GRU edge

SLA breached by207m 00sof 15m 00s

Rebuffer ratio

2.81%

from 1.34% · +3.4σ

Affected users

214,800

Android 14 · Revolut BR · GRU · app 3.4.1

Cancels at risk

8,900

Modelled over 30 days

Detected

3h 42m ago

28 Aug 10:38 UTC

Attributable to

Sony infra

CDN edge, origin, cache. Attributing here is what makes the other two stick.

Past acknowledgement target — 15m, raised 3h 42m ago, recorded against SimpleStream — monitoring & response

Response

Detected

Detected
Acknowledged
Investigating
Routed
Resolved

Past the acknowledgement target by 207 minutes. Take it to stop the clock.

Discussion

1 messages

T. Csehrouted3h 28m ago
GRU origin-shield configuration after 3.4.1 rollout
Sony - infrastructure · SONYINF-8841
Sony - infrastructurereplied1h 36m ago
Infra confirmed a shield config change on 26 Aug and is rolling it back. Attributed to Sony, not SimpleStream.

Description

Rebuffering in this cohort has been outside its seasonal band for 3h 42m and is still rising. The movement is not platform-wide: automatic cohort decomposition attributes 88% of the change to Android 14 devices on Revolut BR served by the São Paulo POP since app release 3.4.1. CloudWatch shows GRU cache hit ratio down 12.5pp over the same window, which is the likeliest cause rather than a client regression. Engagement in the cohort is already responding — minutes per session down 11.4% — and cancellations are up 6.2% on a four-day lag.

Suggested action

Ask SimpleStream to confirm GRU origin-shield configuration after the 3.4.1 rollout, and to compare segment sizes served from GRU against QRO.

Related logs

4 signals · expand a row for the event data

2026-08-28T10:38:00.000ZS-8841 SEASONAL BASELINE Rebuffer ratio — observed 2.81%, expected 1.34%+3.4σ

Detected: 28 Aug 10:38 UTC3h 42m ago
Detector: Seasonal baseline
Slice: Android 14 · Revolut BR · GRU
Confidence: 97%
Affected users: 214,800
Observed: 2.81%
Expected: 1.34%
Deviation: +3.4σ

Event dataNPAWGET /npaw/v1/data/playback200991mss-8841-006d7

{
  "timestamp": "2026-08-28T10:38:00.000Z",
  "endpoint": "GET /npaw/v1/data/playback",
  "requestId": "s-8841-006d7",
  "status": 200,
  "latencyMs": 991,
  "request": {
    "metric": "Rebuffer ratio",
    "slice": "Android 14 · Revolut BR · GRU",
    "detector": "baseline",
    "window": "6h"
  },
  "response": {
    "observed": "2.81%",
    "expected": "1.34%",
    "deviation": "+3.4σ",
    "confidence": 0.97,
    "affected_users": 214800,
    "columns": [
      "hour",
      "observed",
      "expected",
      "dev"
    ],
    "rows": [
      [
        "08:00",
        "1.41%",
        "1.36%",
        "+0.3σ"
      ],
      [
        "09:00",
        "1.58%",
        "1.39%",
        "+0.9σ"
      ],
      [
        "10:00",
        "2.02%",
        "1.41%",
        "+2.1σ"
      ],
      [
        "11:00",
        "2.44%",
        "1.38%",
        "+2.9σ"
      ],
      [
        "12:00",
        "2.67%",
        "1.33%",
        "+3.2σ"
      ],
      [
        "13:00",
        "2.81%",
        "1.34%",
        "+3.4σ"
      ]
    ]
  }
}

Query

SELECT hour, metric('rebuffer_ratio') AS observed, baseline('rebuffer_ratio', season => 'hour_of_week') AS expected
FROM semantic.playback
WHERE tenant_id = 'revolut-br' AND os_version LIKE 'Android 14%' AND cdn_pop = 'GRU'
  AND hour >= now() - interval '6 hours'
GROUP BY hour ORDER BY hour

2026-08-28T10:24:00.000ZS-8843 THRESHOLD RULE CDN cache hit ratio — observed 81.6%, expected 94.1%−12.5pp

Detected: 28 Aug 10:24 UTC3h 56m ago
Detector: Threshold rule
Slice: GRU edge · all tenants
Confidence: 99%
Affected users: 341,200
Observed: 81.6%
Expected: 94.1%
Deviation: −12.5pp

Event dataCLOUDWATCHPOST /logs/v1/StartQuery200993mss-8843-006d9

{
  "timestamp": "2026-08-28T10:24:00.000Z",
  "endpoint": "POST /logs/v1/StartQuery",
  "requestId": "s-8843-006d9",
  "status": 200,
  "latencyMs": 993,
  "request": {
    "metric": "CDN cache hit ratio",
    "slice": "GRU edge · all tenants",
    "detector": "rule",
    "window": "6h"
  },
  "response": {
    "observed": "81.6%",
    "expected": "94.1%",
    "deviation": "−12.5pp",
    "confidence": 0.99,
    "affected_users": 341200,
    "columns": [
      "hour",
      "cache hit",
      "5xx rate",
      "p95 latency"
    ],
    "rows": [
      [
        "08:00",
        "94.1%",
        "0.04%",
        "148ms"
      ],
      [
        "10:00",
        "89.4%",
        "0.11%",
        "214ms"
      ],
      [
        "12:00",
        "83.2%",
        "0.28%",
        "396ms"
      ],
      [
        "13:00",
        "81.6%",
        "0.34%",
        "441ms"
      ]
    ]
  }
}

Query

SELECT hour, metric('cache_hit_ratio') AS observed
FROM semantic.cdn_edge
WHERE cdn_pop = 'GRU' AND hour >= now() - interval '6 hours'
GROUP BY hour ORDER BY hour

2026-08-28T11:32:00.000ZS-8847 COHORT DECOMPOSITION Minutes per session — observed 18.4, expected 20.8−11.4%

Detected: 28 Aug 11:32 UTC2h 48m ago
Detector: Cohort decomposition
Slice: Android 14 · Revolut BR · GRU
Confidence: 91%
Affected users: 214,800
Observed: 18.4
Expected: 20.8
Deviation: −11.4%

Event dataFIREBASEPOST /bigquery/v2/projects/sony-one/queries200997mss-8847-006dd

{
  "timestamp": "2026-08-28T11:32:00.000Z",
  "endpoint": "POST /bigquery/v2/projects/sony-one/queries",
  "requestId": "s-8847-006dd",
  "status": 200,
  "latencyMs": 997,
  "request": {
    "metric": "Minutes per session",
    "slice": "Android 14 · Revolut BR · GRU",
    "detector": "cohort",
    "window": "6h"
  },
  "response": {
    "observed": "18.4",
    "expected": "20.8",
    "deviation": "−11.4%",
    "confidence": 0.91,
    "affected_users": 214800
  }
}

2026-08-28T12:46:00.000ZS-8852 CHURN MODEL Cancellation rate — observed 4.14%, expected 3.90%+6.2%

Detected: 28 Aug 12:46 UTC1h 34m ago
Detector: Churn model
Slice: Revolut BR · rebuffer-exposed users
Confidence: 74%
Affected users: 8,900
Observed: 4.14%
Expected: 3.90%
Deviation: +6.2%

Event dataREDSHFTPOST /redshift-data/v1/statement200143mss-8852-006f7

{
  "timestamp": "2026-08-28T12:46:00.000Z",
  "endpoint": "POST /redshift-data/v1/statement",
  "requestId": "s-8852-006f7",
  "status": 200,
  "latencyMs": 143,
  "request": {
    "metric": "Cancellation rate",
    "slice": "Revolut BR · rebuffer-exposed users",
    "detector": "model",
    "window": "6h"
  },
  "response": {
    "observed": "4.14%",
    "expected": "3.90%",
    "deviation": "+6.2%",
    "confidence": 0.74,
    "affected_users": 8900
  }
}

Clustered support tickets

5 matched

Video keeps stopping to load
ZD-48120 · Revolut BR
3h 6m ago
Constant buffering on my phone
ZD-48134 · Revolut BR
2h 34m ago
Unwatchable this evening
ZD-48141 · Revolut BR
2h 1m ago
Cannot finish an episode
ZD-48150 · Revolut BR
1h 36m ago
Buffering — want to cancel
ZD-48166 · Revolut BR
1h 2m ago

Sample affected users

a4f7c2e1b8123d90c02e4471d7715ab3