Server Outage - (eu-west-1) - Users Unable to Login - Nov 06 2025

Update timeline

1. investigating Nov 06, 2025, 09:03 AM UTC

   We are writing to inform you that our team is aware of an outage affecting the Actionstep system that began on 06/11/2025 08:45 am GMT. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. identified Nov 06, 2025, 09:15 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Nov 06, 2025, 09:18 AM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Nov 06, 2025, 09:26 AM UTC

   We are communicating to provide further information on the outage that affected the Actionstep platform on 06/11/2025 and confirm that the issue is now resolved. This outage started at 8:45 am GMT and prevented user access to the system. It is important to confirm that no data was lost, and the issue is related to platform performance only. Our team investigated the issue as the sole priority and released an urgent fix at 9:10 am GMT, which restored platform access and brought system performance back to normal levels. The Actionstep team appreciates the impact that this outage may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in the future. Regards, Actionstep Support Team

5. postmortem Nov 06, 2025, 09:35 PM UTC

   **Post-Incident Summary: EU-West-1 \(UK\) – System Outage – October 17, 2024** ### Incident Overview On October 17, 2024, Actionstep experienced a service outage affecting customers in the UK region \(EU-West-1\). A configuration update inadvertently restricted access to a required system resource, which caused login failures and prevented users from accessing the platform. ### Impact All UK-based customers were unable to log in or use Actionstep for about one hour. Internal testing environments in the same region were also affected. ### Resolution The engineering team identified the configuration issue, restored access to the affected resource, and confirmed that all systems were operating normally. Service was fully restored once access was verified across multiple customer accounts. ### Next Steps We are improving our change control and rollout processes to ensure configuration updates are tested and deployed safely, with enhanced communication and monitoring to detect issues earlier. ### Acknowledgement We sincerely apologize for the disruption this caused to our UK customers. Ensuring consistent access and reliability remains our highest priority.