Is Act-On down?

We are currently experiencing a service disruption affecting customers hosted in our european region, caused by an outage at a third-party cloud data vendor serving that region. This is a vendor-side issue outside of Act-On's direct control, and we are actively monitoring the vendor's status updates. What's affected for EU-hosted customers: Outgoing webhooks are not currently being delivered CRM syncs are delayed and may take longer than usual to complete Custom Objects functionality (including setup/configuration) may not be working Newer dashboards and reporting relying on our data lake query service may be unavailable or showing incomplete data Core email sending and other platform functionality outside of the above are not currently impacted. We will post updates here as more information becomes available, or as soon as services are restored. We apologize for the inconvenience and appreciate your patience.

We are continuing to work on a fix for this issue.

Our vendor has implemented a fix, rolling back a configuration update to the underlying infrastructure, and their telemetry indicates service has been restored. On our side, webhooks, CRM sync, Custom Objects all appear to be functioning normally. We're continuing to monitor the environment to confirm full stability before marking this incident resolved.

Our vendor has confirmed the issue is fully resolved. CRM syncs, Custom Objects and Webhooks, are all functioning normally. Thank you for your patience throughout this incident.

**Summary** On September 4th, Act-On customers hosted in our European region experienced disruptions to several services, including outgoing webhooks, CRM sync, Custom Objects, dashboards and reporting, beginning at approximately 07:00 UTC \(12:00 AM PDT\). The issue was caused by an outage at a third-party cloud data vendor serving the Frankfurt region, and was outside of Act-On's direct control. The vendor implemented a fix, and service was confirmed restored by approximately 08:30 UTC \(1:30 AM PDT\). **Root cause** The incident was caused by a configuration change on our vendor's infrastructure that affected components responsible for authorizing incoming network traffic. This change caused the affected components to incorrectly restrict traffic, which in turn prevented several Act-On services from reaching our vendor's European infrastructure. The vendor resolved the issue by rolling back the configuration change. **What we are doing about it** * We are reviewing our dependency on this vendor's infrastructure to assess options for improving resilience during future vendor-side outages. * We are evaluating whether additional monitoring or failover processes could reduce the customer-facing impact of similar third-party outages going forward. * We will continue to work with our vendor to understand any preventative steps being taken on their end.

We are currently experiencing degraded performance on aorpci9. Our team is actively investigating and working toward a resolution. We'll share updates here as soon as we have them.

We have identified and resolved the issue. We'll continue monitoring to ensure everything remains stable and no further problems occur.

We have resolved this issue. If you continue to experience this problem, please let our support team know here so we can investigate further.

**Summary** On September 1st, Act-On customers hosted on **aorpci9** experienced login issues and degraded performance, resulting in an inability to access the platform. The issue was identified and resolved by approximately 7:00 AM PDT, with full access restored at that time. **Root cause** The incident was caused by a significant spike in traffic combined with resource contention within the application, which caused active processing threads to build up rapidly and overwhelm the affected environment. This resulted in the platform becoming slow or unresponsive for affected users until service was restored. We have identified the contributing factors and are taking steps to reduce the likelihood of recurrence. **What we are doing about it** * We are reviewing the traffic and resource conditions that led to the spike to better understand and mitigate similar patterns in the future. * We are reviewing our internal monitoring configuration to ensure incidents of this nature are detected and escalated more rapidly. * We are assessing configuration changes to reduce the likelihood and impact of similar conditions occurring in the future.

We are currently experiencing performance issues affecting accounts on aorpci4, including users being unable to log in and slow performance across the platform. Our team is actively investigating this issue. We will provide updates here as soon as we have them

Our team has resolved this issue. We will continue to monitor to ensure no further issues occur.

We have resolved this issue. If you continue to experience this problem, please let our support team know here so we can investigate further.

**Summary** On August 18th, Act-On customers hosted on aorpci4 experienced login issues and degraded performance, resulting in an inability to access the platform. The issue was identified and resolved by approximately 8:43 AM PDT, with full access restored at that time. **Root cause** The incident was caused by resource contention within the application, which caused requests to back up and delay page loads for all customers hosted on the affected environment. This resulted in the platform becoming slow or unresponsive for affected users until service was restored. We have identified the underlying cause and are taking steps to prevent a recurrence. **What we are doing about it** * We are implementing a fix to the application logic responsible for the resource contention to resolve the underlying issue. * We are reviewing our internal monitoring configuration to ensure incidents of this nature are detected and escalated more rapidly. * We are assessing configuration changes to reduce the likelihood and impact of similar conditions occurring in the future.

We identified an issue causing delays in form submission processing. A fix has been implemented, and form submissions are currently processing normally. We are continuing to monitor the situation closely to confirm the issue is fully resolved. We apologize for any inconvenience this may have caused.

This incident has been resolved.

We are aware that some users are currently experiencing issues logging into Act-On and are actively investigating. Other platform services may also be intermittently affected. We will provide an update as soon as we have more information. We apologize for the inconvenience.

All affected services are now showing as online. We are continuing to monitor closely to confirm stability before marking this incident as resolved. Thank you for your patience

We have resolved this issue. If you continue to experience this problem, please let our support team know here so we can investigate further.

**Summary** On July 24th, many Act-On customers experienced difficulty accessing their accounts and, in some cases, were unexpectedly logged out mid-session due to an AWS outage in the US-West \(Oregon\) region. The issue was identified and monitored from approximately 4:18 AM PDT, with the incident resolved at 6:43 AM PDT. Customers hosted on our European server infrastructure were unaffected, as this falls under separate AWS data centers in Europe. **Root cause** This incident was caused by an outage affecting Amazon Web Services \(AWS\) infrastructure in the US-West \(Oregon\) region, which Act-On relies on to host parts of its platform. This resulted in intermittent login issues and degraded performance for affected users until AWS services were restored and stability was confirmed. **What we are doing about it** * We are reviewing our infrastructure architecture to assess options for reducing our exposure to single-region cloud provider outages. * We are reviewing our internal monitoring configuration to ensure incidents of this nature are detected and escalated more rapidly. * We are evaluating failover and redundancy options to reduce impact to customers in the event of a similar third-party outage in the future.