Incident Description: Users reported encountering 502 error messages when making requests to the endpoint https://api.pulze.ai/v1/chat/completions, specifically when using the openai/gpt-4 model. Despite the 502 error, correct response logs were visible on the Pulze dashboard.

Impact: This issue interrupted the user's ability to obtain results from specific models, affecting user satisfaction and potentially hindering their workflows. Furthermore, it exposed a limitation in the backend configurations which could have broader implications if not addressed.

Root Cause: The primary cause of the incident was a timeout set on the backend. Requests taking more than the pre-configured timeout limit (30 seconds) resulted in a 502 error.

Resolution: The Pulze support team identified and addressed the issue by refactoring the backend timeout settings. The timeout was increased from 30 seconds to 300 seconds, accommodating longer-running requests.

Preventive Measures: To circumvent similar incidents in the future we enhance our monitoring capabilities as well as making sure 502 errors are proper logged within our system.

Acknowledgements: We would like to express our gratitude to the users for reporting the issue and providing vital feedback. A special thanks to users in the #feedback-and-request channel in our Slack Community https://www.pulze.ai/community