| Recurring |
one_organization, multiple_organization |
(a) The software failure incident has happened again at one_organization:
Tesco experienced a hack in 2014, where online customer accounts were deactivated due to leaked login details, and a separate attack on Tesco's banking arm resulted in a financial loss two years later [119727]. This recent incident of being hit by hackers in 2021 shows a recurrence of security issues within the Tesco organization.
(b) The software failure incident has happened again at multiple_organization:
The article mentions that cyber-attacks have become increasingly common, with many companies and organizations being targeted globally. It cites an example of a cyber-attack on the Brazilian meat processor JBS, the largest in the world, which forced it to temporarily stop production in multiple countries [119727]. This indicates that Tesco is not the only organization facing such cyber threats, and similar incidents have occurred at other companies as well. |
| Phase (Design/Operation) |
design, operation |
(a) The software failure incident at Tesco, where the website and app were down for a second day, was attributed to hackers attempting to interfere with the systems, causing problems with the search function on the site [119727]. This indicates a failure related to the design phase, where contributing factors introduced by the attempted interference with the system led to the outage.
(b) Customers complained about the inability to access or change orders, with some having placed incomplete orders to secure delivery slots and being unable to add to them [119727]. This highlights a failure related to the operation phase, where issues arising from the operation or use of the system impacted the customers' ability to interact with the platform effectively. |
| Boundary (Internal/External) |
within_system, outside_system |
(a) within_system: The software failure incident at Tesco was caused by hackers attempting to interfere with the systems, specifically affecting the search function on the website [119727]. This indicates that the failure originated from within the system itself, as it was a result of an external attack on Tesco's online platform. |
| Nature (Human/Non-human) |
non-human_actions |
(a) The software failure incident at Tesco was caused by non-human actions, specifically a cyber-attack by hackers. The hackers attempted to interfere with Tesco's systems, causing problems with the search function on the website and app, leading to disruptions in online grocery shopping [119727].
(b) In response to the cyber-attack, Tesco's IT teams were working hard to fully restore all services and ensure the safety of customer data. The company assured customers that there was no reason to believe that the issue impacted customer data and that ongoing action was being taken to keep all data secure [119727]. |
| Dimension (Hardware/Software) |
hardware, software |
(a) The software failure incident at Tesco was due to a cyber-attack by hackers attempting to interfere with the systems, causing problems with the search function on the website and app [119727]. This indicates that the failure originated from external hardware-related factors, such as the hackers' hardware and network infrastructure used to launch the attack.
(b) The software failure incident was also attributed to an IT issue within Tesco's systems, leading to disruption in online services, including the inability to book deliveries or amend orders [119727]. This internal software-related factor contributed to the failure incident. |
| Objective (Malicious/Non-malicious) |
malicious |
(a) The software failure incident at Tesco was malicious in nature as it was caused by hackers attempting to interfere with the systems, leading to disruption in the online grocery website and app [119727]. This malicious attack resulted in thousands of frustrated shoppers being unable to buy groceries online, impacting the functionality of the platform and causing inconvenience to customers. The incident reflects a deliberate attempt to disrupt the services provided by Tesco's online platform.
(b) The incident also highlights the non-malicious aspect of the failure, as Tesco assured customers that there was no reason to believe that the issue impacted customer data and that ongoing action was being taken to ensure data security [119727]. This indicates that while the disruption was caused by a malicious attack, the focus was on restoring services and safeguarding customer data rather than exploiting or compromising it. |
| Intent (Poor/Accidental Decisions) |
poor_decisions |
[a] The software failure incident at Tesco was due to a cyber-attack by hackers who attempted to interfere with the systems, causing problems with the search function on the website and app [119727]. This indicates that the incident was a result of poor decisions made by the hackers to target and disrupt the Tesco online platform. |
| Capability (Incompetence/Accidental) |
unknown |
(a) The software failure incident at Tesco, where the website and app were down for a second day, was caused by hackers attempting to interfere with the systems. This incident highlights a failure due to external factors introduced by malicious actors rather than development incompetence [119727].
(b) The accidental aspect of the failure is not explicitly mentioned in the provided article. Therefore, it is unknown if the software failure incident at Tesco was also influenced by accidental factors. |
| Duration |
temporary |
The software failure incident at Tesco, where the website and app were down due to a hack, can be categorized as a temporary failure. The incident was caused by hackers attempting to interfere with the systems, leading to problems with the search function on the site [119727]. The disruption was ongoing, with Tesco working hard to fully restore all services and apologizing for the inconvenience. Customers were unable to book deliveries or amend existing orders, and Tesco was unable to access or change any orders at the time due to the IT issue. The company's IT teams were actively working to resolve the issue, but there was no specific timeframe provided for when the website and app would be fully functional again. Additionally, rival supermarket Asda quickly offered alternative solutions to affected customers, indicating that the issue was not permanent but rather a temporary disruption in service. |
| Behaviour |
crash, other |
(a) crash: The software failure incident at Tesco resulted in the crash of its grocery website and app, leaving thousands of frustrated shoppers unable to buy groceries online [119727].
(b) omission: Customers complained that there had been no update for 24 hours after Tesco had tweeted about the issue, indicating an omission in providing timely information to users [119727].
(c) timing: The software failure incident caused timing issues as customers were unable to access or change orders due to the "current IT issue" at Tesco [119727].
(d) value: There is no specific mention of the software failure incident at Tesco resulting in the system performing its intended functions incorrectly [119727].
(e) byzantine: The incident does not describe the system behaving with inconsistent responses or interactions, indicating that it was not a byzantine failure [119727].
(f) other: The software failure incident also led to frustration among customers who had placed incomplete orders to secure delivery slots but were unable to add to them, showcasing a different aspect of the system's behavior [119727]. |