TICK-4521: Acme Industries — Stripe webhook delivery delays

Customer: Acme Industries (Enterprise, Sarah Chen owns) Status: In progress — eng investigating Priority: P2 Assigned to: Marco Silva (eng), Aisha (support)

Issue

Acme is reporting that Stripe webhooks are arriving 3–5 minutes after the corresponding charge event. They're using us as the system of record for revenue ops and the lag is breaking their dashboards.

Investigation so far

• 2026-04-19: Reproduced. We see ~4 min P95 webhook-to-DB write latency for Acme specifically.
• 2026-04-20: Marco found the issue — Acme's webhook URL is on a shared dispatcher pool that's currently under-provisioned. They're hitting our queue's tail latency.
• 2026-04-22: Mitigation in progress — moving Acme to a dedicated dispatcher tier. ETA: end of this sprint (next week).

Customer ask

Acme is asking for a service credit for Q2 due to the impact. Sarah Chen is reviewing per refund policy v3. Likely outcome: 1-month credit, given product-quality cause.