SSL Certificate Failure - Service Outage Impact & Compensation Request

Hi Railway team,

Following up on my previous SSL certificate issue with [api.test-maker.app](api.test-maker.app) - I was able to resolve it by removing and re-adding
the domain configuration. However, I notice the service now shows "Metal" status, which leads me to believe this issue was related
to Railway's migration to the Metal infrastructure.

Impact Assessment:

• Service outage duration: Over 12 hours

• User impact: Dozens of users affected with complaints received

• Business impact: Complete production service unavailability

• Resolution: Manual domain reconfiguration required

  Concerns & Requests:

1. Root Cause Analysis: What exactly caused this SSL certificate issuing failure? Was this related to the Metal infrastructure
   migration?

2. Prevention Measures: What steps is Railway taking to prevent similar incidents in the future? This type of sudden,
   unannounced outage is unacceptable for production services.

3. Compensation: Given the significant business impact and user complaints from a 12+ hour outage, I believe compensation is
   warranted. As a Pro Plan subscriber, I expect reliable service and proper communication about infrastructure changes that could
   affect my production environment.

4. Communication: Why wasn't there advance notice or status page updates about potential SSL certificate issues during
   infrastructure migrations?

   This incident has seriously damaged user trust in my service. I need assurance that Railway takes production stability seriously
   and has measures in place to prevent such occurrences.

   Please provide a detailed explanation of what happened and your plan for addressing these concerns.

   Thank you.

   This message is direct about the business impact while maintaining professionalism and clearly states your expectations for
   accountability and potential compensation.

The "Metal" tag its just that you're using the Metal Edge Network

And also remember that DNS takes a while to propagate and on the Railway docs it states that it can take up to 72 hours.

And DNS propagations can impact the delivery of TLS certificates since it can make users hit the wrong server

I will tell you again, the first time I saw the following message, Issueing TLS Certificate. Yesterday around 5pm (JST), this display appeared and at the same time the entire service was out of service. It changed on its own. This service has been in operation for over 3 years.

And this morning I manually untethered and reattached the domain. Then the display changed to “Metal Edge” and we have been able to communicate since then.

My question is, how did the TLS get disconnected on its own? I don't think that the reliability of the service will be improved by Metal (it has nothing to do with TLS, right?).

The Railway management team would like to know the cause of this problem and how to prevent its recurrence. We have received many requests from our users to investigate the cause of the problem.

Translated with DeepL.com (free version)

https://discord.com/channels/713503345364697088/1392376228211589192https://discord.com/channels/713503345364697088/1391695438012350507 A similar problem was already found. What I find problematic is why the Railway team left this problem and why it continues to recur for other users. It seems to me that it is a fatal problem for an infrastructure service if the service is suddenly disconnected with an SSL error.

I'm going to forward it to the team.

In the meantime, have you been able to issue your TLS certificates? Are your domains working again?