Akeneo Outage History

Started Oct 21, 2026, 11:30 AM UTC· resolved Oct 21, 2026, 04:57 PM UTC

1. identified Oct 21, 2026, 11:30 AM UTC

   We are aware of two critical PHP vulnerabilities announced yesterday and are treating this as a high-priority security matter. Protecting your business and data is our priority. Our engineering team is actively assessing the potential impact on Akeneo services, and mitigation work is already underway. In parallel, we are closely monitoring the PHP security release and will provide further updates here as our assessment and remediation progress. Your PIM instance is running normally. We will let you know if any action is required on your end. Thank you for your understanding.

2. resolved Oct 21, 2026, 04:57 PM UTC

   Our mitigation work is complete. PIM SaaS is now running a patched version of PHP, which includes fixes for both identified vulnerabilities.⁠ PIM SaaS instances continue to operate normally, and no action is required on your end.⁠ Thank you for your understanding.

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Started Oct 20, 2026, 06:42 AM UTC· resolved Oct 20, 2026, 02:34 PM UTC

1. investigating Oct 20, 2026, 06:42 AM UTC

   We are currently investigating an issue affecting some PIM customers in europe region.

2. 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.

3. 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.

4. identified Oct 20, 2026, 07:48 AM UTC

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

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. 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.

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Started Oct 12, 2026, 03:52 AM UTC· resolved Oct 12, 2026, 10:37 AM UTC

1. investigating Oct 12, 2026, 03:52 AM UTC

   We are aware that product import and export jobs in the US region are taking longer than usual to start and complete. Some jobs may remain queued for now. No data is lost, and your existing catalog data is not affected. The rest of the PIM, including the UI and the API, is working normally. Our team has identified the cause and is working on restoring normal processing. We will post another update as soon as we have more information.

2. identified Oct 12, 2026, 04:16 AM UTC

   We have identified the cause of the delay affecting product import and export jobs in the US region and are applying a fix. Queued jobs will start to run again once it is in place, and they will be processed in the order they were submitted. Your catalog data is not affected. We will post another update once processing is back to normal.

3. monitoring Oct 12, 2026, 04:17 AM UTC

   A fix has been applied, and import and export jobs in the US region are running again. The queue is shrinking as the backlog is processed. Jobs that were waiting may take some time to complete, depending on the backlog. We are monitoring the system closely and will post a final update once processing is fully back to normal.

4. resolved Oct 12, 2026, 10:37 AM UTC

   Import and export jobs in the US region are back to normal. All jobs that were delayed have now run, and new jobs are processed without delay. We apologize for the inconvenience.

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Started Oct 09, 2026, 01:00 PM UTC· resolved Oct 09, 2026, 03:56 PM UTC

1. monitoring Oct 09, 2026, 03:52 PM UTC

   The affected jobs have been retried, and the data is pushed correctly to the PIM.

2. identified Oct 09, 2026, 03:54 PM UTC

   The team has identified an issue with a feature flag used for new feature development affecting all SDM jobs pushed between 07:12 and 14:02 UTC (09:12–16:02 CEST). We are currently retrying all affected jobs. There is no other impact on core SDM functionality.

3. resolved Oct 09, 2026, 03:56 PM UTC

   This incident has now been resolved. We apologise for the inconvenience caused by this temporary disruption.

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Started Oct 02, 2026, 08:24 AM UTC· resolved Oct 02, 2026, 08:46 AM UTC

1. identified Oct 02, 2026, 08:24 AM UTC

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

2. monitoring Oct 02, 2026, 08:36 AM UTC

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

3. resolved Oct 02, 2026, 08:46 AM UTC

   This incident has been resolved.

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Started Sep 21, 2026, 12:38 PM UTC· resolved Sep 21, 2026, 12:55 PM UTC

1. identified Sep 21, 2026, 12:38 PM UTC

   A subset of users are currently unable to access the PIM. Any attempt to log in or load the application is failing. This issue began at 11:00 UTC and is affecting customers on the Growth Package. Other plans are not impacted. The issue has been identified and a fix is being progressively rolled out. We will provide an update in 30 minutes.

2. identified Sep 21, 2026, 12:38 PM UTC

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

3. resolved Sep 21, 2026, 12:55 PM UTC

   All customer configurations have been fixed. The issue is fully resolved, and all PIM features are available again. Thank you for your patience and understanding

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Started Sep 14, 2026, 03:21 PM UTC· resolved Sep 14, 2026, 04:01 PM UTC

1. identified Sep 14, 2026, 03:21 PM UTC

   Since 14:17 UTC, some Serenity Edition customers have been unable to access a set of features from the PIM's UI and API, including collaboration workflows, proposals, shared assets, asset versioning, Agentic Ziggy, channel permissions, and product restorations. No data has been lost as a result of this issue. This issue affected approximately 10% of customer instances running Serenity Edition, across all regions. The root cause has been identified, and a fix is currently being rolled out to all impacted instances. We will provide an update within 60 minutes.

2. monitoring Sep 14, 2026, 03:25 PM UTC

   All customer configurations have been fixed, and we are now monitoring the situation. We will provide an update within 30 minutes

3. resolved Sep 14, 2026, 04:01 PM UTC

   The issue is fully resolved, and all PIM features are available again. Thank you for your patience and understanding

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Started Jul 31, 2026, 03:39 PM UTC· resolved Aug 07, 2026, 04:00 PM UTC

1. investigating Jul 31, 2026, 03:39 PM UTC

   We have had several reports of wrong or misleading error reports. This makes it harder for you to deep dive and correct marketplace synchronisation failures. We are seeing both false positive and false negative reports. We apologise for the inconvenience this may be causing you, but also to let you know - we are on the case! Since this is not an outage, updates may be slower than normal. But we will be doing our very best to get this experience working fully as fast as possible.

2. investigating Aug 07, 2026, 03:59 PM UTC

   # 📢 Product Update: Enhanced Reporting, Better Error Resolution & Smoother Publishing We have rolled out key updates to your reporting and error-handling experience, designed to give you better visibility into your product data, eliminate export friction, and resolve channel publishing errors automatically. * **New 'All Messages' Tab:** Easily view item-level reporting messages in one unified place without having to click through separate category or catalog views first. Filter by severity (*Error*, *Warning*, *Info*) to quickly identify what needs your attention. * **Upgraded Product Filtering:** Finding specific product issues is now faster and more intuitive: * Filters now show **only** products present in the active report, rather than your entire catalog. * Search using human-readable product labels instead of internal IDs. * Filter updates apply instantly, saving you time during audits. ### 🛠️ Automatic Error Handling & Publishing Fixes * **Amazon Vendor Error Auto-Recovery (Code 101202):** Previously, invalid cost price errors could block entire product submissions from reaching Amazon Vendor. The system now automatically recovers by resubmitting valid product attributes while isolating the offending cost attribute for your review. Your products publish successfully without getting stuck. * **Expanded eBay Multi-Value Limits:** We’ve expanded the multi-value attribute limit from 5 to 30 values, aligning directly with eBay’s platform capabilities. This eliminates publish-time export failures for listings with extensive item specifications.

3. resolved Aug 07, 2026, 04:00 PM UTC

   This incident has been resolved.

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Started Jul 10, 2026, 04:38 PM UTC· resolved Jul 10, 2026, 07:00 PM UTC

1. monitoring Jul 10, 2026, 04:38 PM UTC

   Some users in the US region may experience delays affecting job execution and triggered rule execution. We are currently investigating the issue and have applied an initial mitigation. Our team is actively monitoring the situation.

2. monitoring Jul 10, 2026, 06:01 PM UTC

   We have identified the infrastructure issue causing delays in job and rule execution. A mitigation has been applied, and performance is steadily returning to normal. We are continuing to monitor the recovery and will provide another update in 30 minutes.

3. resolved Jul 10, 2026, 07:00 PM UTC

   Our changes made to restore performance to optimal levels are having the intended effect, and service is back to normal. We sincerely apologize for the disruption, and thank you for your patience while we worked on this issue.

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Started Jul 02, 2026, 09:45 AM UTC· resolved Jul 06, 2026, 10:39 AM UTC

1. investigating Jul 02, 2026, 09:45 AM UTC

   We are currently investigating an issue affecting Shopify App synchronizations for some customers. Due to temporary errors from our cloud infrastructure providers, some synchronizations may fail or stop unexpectedly. Our team is actively investigating the issue and monitoring the situation. We will provide another update as soon as we have more information. We apologize for the inconvenience and appreciate your patience.

2. identified Jul 02, 2026, 12:21 PM UTC

   GCP have confirmed this is an internal issue and raised to the Google engineering teams for support. Pending further updates. If you are impacted by this issue please raise a support ticket so that we can collate and provide updates directly as well.

3. monitoring Jul 02, 2026, 02:28 PM UTC

   Google engineering teams released a fix, and we have confirmed that the issue is mitigated. We will leave this incident as open/monitoring for 24 hours before closing it if we have no new alerts.

4. investigating Jul 03, 2026, 07:35 AM UTC

   We have unfortunately seen intermittent failures corresponding to the same issue. We are re-engaging with Google support and will continue to monitor and escalate as required. Once more we extend our apologies to you, our customers.

5. investigating Jul 03, 2026, 04:00 PM UTC

   We are aware that some customers are still experiencing failures in shopify synchronisation. We are awaiting additional support from Google, while reviewing all options available to us to mitigate. If you are impacted by this issue please raise a support ticket. We apologize for the inconvenience and appreciate your continued patience.

6. monitoring Jul 04, 2026, 09:50 AM UTC

   Overnight Google have increased both capacity and memory allocation to our datastore fleets to reduce the impact to our Shopify customers. We are not aware of repeated instances of incidents since then but will continue monitoring. If you are impacted please reach out and raise a support ticket. Google will also share with us a full root cause analysis once the incident is declared closed.

7. resolved Jul 06, 2026, 10:39 AM UTC

   Working closely with Google over the weekend, they isolated the root cause and restored capacity. The incident is now resolved. Given the impact on you and your customers, we are prioritising the steps needed to prevent a recurrence. Our first actions will be to produce a full postmortem and to work with Google to incorporate their own root cause analysis. We don't yet have an ETA for the follow-up actions, and will share more as soon as we do. If you have any questions, please raise a new ticket, update an existing one, or reach out to your CSM. We sincerely apologise for the disruption this caused you and your customers, and thank you for your patience.

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Started Jun 25, 2026, 12:52 PM UTC· resolved Jun 26, 2026, 08:37 AM UTC

1. investigating Jun 25, 2026, 12:52 PM UTC

   ⚒️ Degraded Activation experience - full service to be restored by 18:00 UTC

2. investigating Jun 25, 2026, 08:26 PM UTC

   We have released substantial fixes to improve database read performance. We will continue to monitor proactively, before closing the incident.

3. resolved Jun 26, 2026, 08:37 AM UTC

   We've completed the changes needed to restore performance to normal levels. While we'll continue active monitoring, we're confident the issue is resolved and are now closing this incident. Thank you for your patience.

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Started Jun 23, 2026, 12:50 PM UTC· resolved Jun 23, 2026, 02:14 PM UTC

1. investigating Jun 23, 2026, 12:50 PM UTC

   We are currently experiencing a major outage causing PIM instances to be completely inaccessible for a portion of our customers since 12:15 UTC. A subset of customers hosted in Western Continental Europe is affected, representing approximately 4% of our customer base. You are likely impacted if you encounter a "The server returned a 500 Internal Server Error" message when attempting to access your instance. We are actively investigating the root cause and will provide an update in 30 minutes.

2. investigating Jun 23, 2026, 01:20 PM UTC

   We are still actively investigating the issue. We'll provide an update in 30 minutes.

3. investigating Jun 23, 2026, 01:50 PM UTC

   We are still actively investigating the issue. We'll provide an update in 30 minutes.

4. monitoring Jun 23, 2026, 02:01 PM UTC

   The issue has been identified, and a fix has been implemented. Service is getting back to normal. We are actively monitoring the recovery.

5. monitoring Jun 23, 2026, 02:02 PM UTC

   We are continuing to monitor for any further issues.

6. resolved Jun 23, 2026, 02:14 PM UTC

   This incident has been resolved. We sincerely apologize for the disruption, and thank you for your patience while we worked on this issue.

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Started Jun 18, 2026, 03:21 PM UTC· resolved Jun 19, 2026, 06:27 PM UTC

1. identified Jun 18, 2026, 03:21 PM UTC

   Since 13:30 UTC, certain permissions within user roles have been unintentionally deactivated, preventing access to features that should normally be available. All customers across all regions may be affected. You are likely impacted if your PIM is not behaving as expected or if you can no longer access some features as usual. A workaround is available: navigate to the System tab, review your role configurations, and manually re-enable any permissions that appear as disabled. If you don't have the required permissions to edit your role (e.g. non-admin roles), you may need to contact your PIM administrator. We have identified the root cause and are currently working on a resolution. We will provide an update within 60 minutes.

2. identified Jun 18, 2026, 04:25 PM UTC

   We are continuing to work on a fix and will continue to provide updates as we mitigate this issue.

3. identified Jun 18, 2026, 08:30 PM UTC

   We've rolled out a mitigation for API access and are monitoring the impact of this change. We are continuing to work on a resolution for this issue for UI access.

4. identified Jun 18, 2026, 09:38 PM UTC

   We have confirmed that API access is now restored. We are continuing to work on resolving the situation for UI access.

5. identified Jun 19, 2026, 08:54 AM UTC

   We have identified a fix to resolve the issue. It is currently undergoing testing and validation and is expected to be deployed by the end of the day.

6. monitoring Jun 19, 2026, 03:43 PM UTC

   Resolved (with minor monitoring in Europe) Monitoring – The fix to restore permissions was successfully applied a few minutes ago. The incident is now considered fully resolved across all regions, with the exception of a few remaining projects in Europe where a final update is currently processing. We are closely monitoring these final updates and will provide a concluding post as soon as the Europe region is 100% complete. We sincerely apologize for any inconvenience this disruption may have caused.[5:35 PM]

7. resolved Jun 19, 2026, 06:27 PM UTC

   **Resolved: Permissions Fully Restored** **Update:** We have successfully resolved the issue affecting all regions. Since **yesterday at 13:30 UTC**, certain permissions within user roles were unintentionally deactivated, which may have temporarily prevented access to features that should normally be available. This configuration anomaly had the potential to impact users across all regions. During the incident, a manual workaround was available to re-enable these configurations via the System tab. Following the successful deployment and testing of a fix to reset the permissions, *we can now confirm that all access levels have returned to normal*. We have been monitoring our services closely and everything is stable. **Still having trouble?** If you are still experiencing unexpected behavior, please try logging out and logging back in, or clearing your browser cache. If the issue persists: - **Verify with your local Admin:** Double-check that your user permissions are correctly configured. - **Contact Support:** If everything looks correct on your end but you are still facing issues, please open a ticket with our Support team at helpdesk.akeneo.com. A formal Post-Incident Review (RCA) will be made available to account administrators within the coming days. We sincerely apologize for the inconvenience this may have caused, and we thank you for your patience and understanding.

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Started Jun 11, 2026, 06:46 PM UTC· resolved Jun 11, 2026, 07:34 PM UTC

1. investigating Jun 11, 2026, 06:46 PM UTC

   Customers report not being able to access Apps since 6pm UTC, across all regions. You are impacted if you can see "App no longer listed on the Akeneo App Store" message on the Connected Apps page. Our team is actively working on identifying the root cause of the problems.

2. investigating Jun 11, 2026, 07:10 PM UTC

   Synchronization jobs to third party systems are verified to be working properly. The incident is limited to listing the App from the App Store.

3. identified Jun 11, 2026, 07:29 PM UTC

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

4. resolved Jun 11, 2026, 07:34 PM UTC

   The incident is now resolved. Access to apps is back and fully operational. We apologize for the inconvenience, and thank you for your patience while we were solving the issue.

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Started Jun 04, 2026, 09:01 AM UTC· resolved Jun 04, 2026, 11:03 AM UTC

1. identified Jun 04, 2026, 09:01 AM UTC

   We are currently experiencing errors in AI-enabled SDM steps (Classification and Extraction) for all ongoing jobs. We are actively investigating the root cause of the issue.

2. identified Jun 04, 2026, 10:23 AM UTC

   We are currently restoring the failed SDM jobs for Classification and Extraction.

3. resolved Jun 04, 2026, 11:03 AM UTC

   The issue affecting AI-enabled SDM steps is now resolved. All affected jobs have been restarted. We sincerely apologize for this temporary disruption.

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Started Jun 03, 2026, 03:06 PM UTC· resolved Jun 03, 2026, 03:53 PM UTC

1. monitoring Jun 03, 2026, 03:06 PM UTC

   We have identified an issue in which synchronizations aren't working for some merchants due to a partial outage of the Shopify API. The issue has been identified and mitigated by the Shopify team and is currently being monitored. You can follow the resolution of the issue directly on the Shopify Status Page: https://www.shopifystatus.com

2. resolved Jun 03, 2026, 03:53 PM UTC

   This issue has been resolved and is being monitored by Shopify.

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Started Jun 01, 2026, 04:15 PM UTC· resolved Jun 01, 2026, 04:51 PM UTC

1. monitoring Jun 01, 2026, 04:15 PM UTC

   We have implemented a fix for the issue affecting the delay in job execution for some customers in the Europe region. We are now monitoring our systems closely to confirm full recovery and stability. So far, we've seen positive results.

2. resolved Jun 01, 2026, 04:51 PM UTC

   The issue affecting the delay in job execution is now resolved, and all services are operating normally. We sincerely apologize for the disruption this caused. Thank you for your patience.

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Started May 26, 2026, 01:36 PM UTC· resolved May 26, 2026, 04:43 PM UTC

1. identified May 26, 2026, 01:36 PM UTC

   Users in Germany are currently experiencing degraded performance when progressing through collaboration workflows. Specifically, there is a noticeable delay between the start or completion of a workflow step, and the product loading on the next step. Who is affected: All users based in Germany using collaboration workflows in the PIM. You may be impacted if: You observe abnormal delays between completing a workflow step and the product appearing on the subsequent step. We are implementing a fix and will provide an update in 60 minutes.

2. identified May 26, 2026, 02:30 PM UTC

   We are still working on implementing the fix. We will provide an update within 90 minutes.

3. identified May 26, 2026, 04:02 PM UTC

   We are still working on implementing the fix. We will provide an update within 90 minutes.

4. identified May 26, 2026, 04:40 PM UTC

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

5. resolved May 26, 2026, 04:43 PM UTC

   A fix has been deployed, and after monitoring we have confirmed that Workflows have been restored to standard functionality. We apologise for the inconvenience caused by this temporary disruption.

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Started May 22, 2026, 08:04 AM UTC· resolved May 22, 2026, 11:31 AM UTC

1. identified May 22, 2026, 08:04 AM UTC

   We are currently experiencing delays in job processing on Supplier Data Manager. Our team is actively investigating and working to restore normal performance. We sincerely apologize for the inconvenience caused by this service disruption.

2. identified May 22, 2026, 08:52 AM UTC

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

3. monitoring May 22, 2026, 11:15 AM UTC

   A fix has been implemented and we are monitoring the results. New SDM jobs are now processed as expected.

4. resolved May 22, 2026, 11:31 AM UTC

   This incident has now been resolved. All affected jobs have been reset and new jobs are processed correctly. We apologise for the inconvenience caused by this temporary disruption.

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Started May 05, 2026, 09:54 AM UTC· resolved May 05, 2026, 09:54 AM UTC

1. resolved May 05, 2026, 09:54 AM UTC

   We have experienced degraded performance for SDM jobs processed after 28th April, at Mapping and Normalization steps. The jobs were incorrectly marked as complete before the end of the workflow. The issue has been identified and resolved on production. The impacted jobs will be automatically reset today, resuming normal workflow operation. We sincerely apologize for the inconvenience caused by this service disruption.

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Started May 05, 2026, 08:11 AM UTC· resolved May 06, 2026, 05:28 PM UTC

1. investigating May 05, 2026, 08:11 AM UTC

   Starting on May 4 at around 12:00 PM UTC, customers hosted in the Western European region are experiencing intermittent episodes of high response times within the PIM. The issue is ongoing and occurring episodically — normal performance resumes between episodes. During affected periods, pages and actions may take significantly longer than usual to load or complete. All customers in the Western European region may be affected, though not continuously. We are actively investigating and working to stabilize the platform. We will provide an update as soon as we have more information to share.

2. investigating May 05, 2026, 10:13 AM UTC

   We are continuing to investigate this issue and will keep you updated on the situation within 2 hours. Thank you for your understanding

3. investigating May 05, 2026, 01:18 PM UTC

   The investigation is still ongoing as our team is trying to analyse the root cause of the high latency episodes within our infrastructure. We will keep you updated in the next 3 hours. Thank you for your patience.

4. monitoring May 05, 2026, 02:39 PM UTC

   Our engineers have identified a bottleneck and have performed an operation to release pressure on our infrastructure. We'll keep closely monitoring the situation and will provide an update within the next 2 hours. Thanks for your patience

5. monitoring May 05, 2026, 04:40 PM UTC

   We are continuing to monitor for any further high-latency episodes. Thank you for your patience.

6. monitoring May 06, 2026, 12:26 PM UTC

   We are currently implementing additional mitigations on our infrastructure to continue improving overall latency and PIM performance. We will make sure to keep you updated within the next 3 hours. Thank you for your patience

7. monitoring May 06, 2026, 04:30 PM UTC

   The mitigation is still in progress, and the latency is going back to its expected level. We will inform you when the situation is fully resolved. Thank you for understanding.

8. resolved May 06, 2026, 05:28 PM UTC

   This incident has been resolved, and the PIM is now performing within its expected parameters in the Western European region. Thank you for your patience

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Started Apr 23, 2026, 04:07 PM UTC· resolved Apr 23, 2026, 06:05 PM UTC

1. identified Apr 23, 2026, 04:07 PM UTC

   Since 12:30 UTC, users are experiencing performance issues with the Workflow feature. When performing enrichment operations, the Workflow UI may become completely unresponsive. All users of the Workflow feature are affected. API Workflow enrichment remains operational. We have identified the issue and are currently working on deploying the fix in production. We will update you within 60 minutes.

2. monitoring Apr 23, 2026, 05:45 PM UTC

   A fix is being deployed for this issue and we are monitoring the results.

3. resolved Apr 23, 2026, 06:05 PM UTC

   The fix has been deployed and we have confirmed that the Workflow feature is now working as expected. We apologize for the disruption.

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Started Apr 21, 2026, 02:38 PM UTC· resolved Apr 21, 2026, 03:01 PM UTC

1. monitoring Apr 21, 2026, 02:38 PM UTC

   We have identified an issue in which some users in the Western European region are experiencing increased latency across all exports and all imports except product imports. The issue began around 2:00 PM CEST on April 21st, 2026. Our engineering team has identified the root cause within our infrastructure and has implemented a fix to mitigate the issue. We will continue monitoring the situation and provide an update within 1 hour.

2. resolved Apr 21, 2026, 03:01 PM UTC

   The incident has been resolved, and all import and export jobs in Western Europe are now being processed as expected.

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Started Apr 17, 2026, 08:22 AM UTC· resolved Apr 17, 2026, 11:30 AM UTC

1. investigating Apr 17, 2026, 08:22 AM UTC

   We have identified an issue where a subset of customers in the Western European region is experiencing increased latency on product and product model imports. The issue began around 5:00 PM CEST on April 16th, 2026. Our engineering team is actively investigating the root cause. We will provide an update in 60 minutes.

2. identified Apr 17, 2026, 09:32 AM UTC

   The issue has been identified, and a fix is being implemented to mitigate the latency on import jobs. We will provide another update within 60 minutes.

3. monitoring Apr 17, 2026, 09:52 AM UTC

   The latency has decreased, and import jobs are now processing as expected. We will continue to monitor import jobs' performance to confirm the incident is resolved.

4. resolved Apr 17, 2026, 11:30 AM UTC

   The issue affecting the latency is now resolved, and imports are operating at the expected level of performance. We apologize for any disruptions this issue may have caused. Thank you for your patience.

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Started Apr 09, 2026, 12:54 PM UTC· resolved Apr 09, 2026, 01:53 PM UTC

1. monitoring Apr 09, 2026, 12:54 PM UTC

   We are currently experiencing a partial outage preventing users from logging in and browsing the PIM UI. Who is affected: All users located in Eastern Europe (approximately 20% of our customer base) are impacted. If you are in this region and cannot log in or navigate the PIM, you are affected by this incident. Workaround: PIM REST API and GraphQL API remain usable. A fix has been implemented and is being monitored. We will provide an update in 30 minutes.

2. monitoring Apr 09, 2026, 01:01 PM UTC

   Traffic is getting back to normal. We continue monitoring the platform. We will provide an update in 60 minutes.

3. resolved Apr 09, 2026, 01:53 PM UTC

   This incident has been resolved. The issue affecting login and navigation on the PIM for users in Eastern Europe has been fully addressed following a fix deployed at 12:45 UTC. We apologize for the disruption.

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