Akeneo incident
Service disruption for PIM customers hosted in our London region
Akeneo experienced a critical incident on October 20, 2026 affecting UI and REST API and 1 more component, lasting 7h 51m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2026, 06:42 AM UTC
We are currently investigating an issue affecting some PIM customers in europe region.
- identified Oct 20, 2026, 06:46 AM UTC
Since 06:00 UTC (08:00 CEST) on October 20, about 9% of PIM customers are unable to use their PIM. For these customers, the web application and the REST API return errors or time out for most requests. All other customers are not affected. If your PIM is working normally, no action is needed. The cause is a network incident at our cloud provider in one of our hosting regions. Our provider has confirmed the issue and is working on a fix. Our team is monitoring the situation and will take any action available on our side to restore service as quickly as possible.
- identified Oct 20, 2026, 07:27 AM UTC
Our cloud provider is still working on the incident affecting its services in the London region. PIM customers hosted in this region continue to experience errors and failing background jobs. Customers in other regions are not affected.
- identified Oct 20, 2026, 07:48 AM UTC
We are continuing to work on a fix for this issue.
- identified Oct 20, 2026, 08:16 AM UTC
Our cloud service provider is still actively investigating the ongoing outage. As we await the resolution of the issue by our cloud provider, we are currently working on a solution to restore the service for customers located in the UK region. We will provide an update within the next 30 minutes.
- identified Oct 20, 2026, 08:57 AM UTC
Our cloud service provider is still actively investigating the ongoing outage. As we await the resolution of the issue by our cloud provider, we have initiated the pre-launch steps of our Disaster Recovery Plan. We will launch it if the provider outage is not solved before 10:00 UTC (one hour from now). We will provide an update within the next 1 hour.
- identified Oct 20, 2026, 10:04 AM UTC
We have started the Disaster Recovery Plan (DRP) operations. As a consequence of this process, data on the europe-west2 region (UK) will be recovered from backups. The data loss time range (time between the last backup and the outage) is expected to be 15 minutes in average, 39 minutes maximum. We will provide an update within the next 1 hour.
- identified Oct 20, 2026, 11:06 AM UTC
We're recovering the impacted instances. 89% of the impacted PIM instances are now up and running. If your instance is accessible and responsive, you can use it. We will provide an update within the next 1 hour.
- monitoring Oct 20, 2026, 11:27 AM UTC
All impacted PIM instances are now up and running. A specific communication banner will be shortly displayed directly in the impacted PIM instances, informing about the data loss time range, and the operations to be re-run. We are keeping monitoring the service health. We will provide an update within the next 3 hours.
- resolved Oct 20, 2026, 02:34 PM UTC
The incident is now resolved. We apologize for the inconvenience and appreciate your patience while it was being solved.