This incident was caused by an accidental underprovisioning of one of the services used to process user updates and propagate them to the low-latency storage used to display user profile and user list in Command. During this outage, all changes made to users (for example access suspensions, card assignments, etc.) actually were persisted and propagated to devices, so devices were functioning properly. However, changes were showing up in Command only after a long delay.
The underprovisioning was caused by an incorrect deployment configuration for the affected service. We have addressed this issue by fixing bug in the deployment configuration. We will prevent future instances of this issue by adding monitoring for the deployment configuration. That work is in progress.