Support Portal Degradation - Impacting Ticket Access and Submission

Update timeline

1. investigating Dec 15, 2025, 06:38 PM UTC

   We’re currently experiencing performance issues in the Support Portal (Jira Service Desk), which are causing delays in international support workflows: Pages and forms are slow to load (30–60+ seconds) Some users encounter errors when submitting tickets Ticket movement into the IS board managed by masters is currently delayed What This Means for You: You may see a lag in new tickets appearing on the IS board Please expect delayed ticket submissions and slower system response times International ticket workflows may be temporarily impacted What We’re Doing: To address the root cause of these performance issues, the cloud migration team is executing a plan today to improve system stability: Our servers will be migrated to a new cloud environment to reduce latency A maintenance window is scheduled today, 12/15, between 3:00–3:30 PM CT / 9:00–9:30 PM UTC. During which users may experience brief downtime (~10 minutes) We expect performance issues to improve after this change and will monitor closely. We will provide updates as they become available.

2. resolved Dec 16, 2025, 09:32 PM UTC

   The performance issues affecting the Support Portal (Jira Service Desk) have been resolved. International support workflows are now operating as expected, and ticket processing and board updates have stabilized following the completed cloud migration. Our teams will continue to monitor the system to ensure sustained performance.