Brillium Outage History

Started Sep 29, 2026, 02:58 PM UTC· resolved Sep 30, 2026, 12:12 AM UTC

1. identified Sep 29, 2026, 02:58 PM UTC

   We are aware that a small number of customers are currently experiencing service disruptions and may be unable to access the platform. Our team has identified the issue and is aggressively working to restore service as quickly as possible. We understand the impact this may have on your operations and are treating this as our highest priority. We will continue to provide updates as more information becomes available. Thank you for your patience and understanding while we work to resolve this issue.

2. identified Sep 29, 2026, 03:58 PM UTC

   The team is still working to resolve issue experienced by a few customer instances.

3. identified Sep 29, 2026, 04:55 PM UTC

   The team is still working to resolve issue experienced by a few customer instances.

4. identified Sep 29, 2026, 05:28 PM UTC

   The team has rulled out some possible causes for the small number of customers experiencing access issues. They are continuing the investigation and will provide additional updates shortly.

5. identified Sep 29, 2026, 06:17 PM UTC

   The issue has been identified and the team is applying remediation at this time. We expect all instance issues for affected customers to be resolved shortly.

6. resolved Sep 30, 2026, 12:12 AM UTC

   All customers that experienced issues have been remediated and tested.

7. postmortem Sep 30, 2026, 03:07 PM UTC

   # Post-Incident Review and Service Improvement Summary **Incident Date:** September 2026 **Status:** Resolved **Audience:** Business Users, Customers, Partners, and Stakeholders **Reference:** [Brillium Incident Notification](https://status.brillium.com/incidents/cwhy3m4twtv3) and [Brillium Scheduled Maintenance Notice](https://status.brillium.com/incidents/gwxjcnszbpby) ## Executive Summary During a period of unusually high system activity, a subset of Brillium customers experienced intermittent access and performance issues while using the platform. While the majority of users remained unaffected, some customers encountered difficulties completing actions within the application. The issue was isolated to a legacy component responsible for managing user sessions. Under heavier-than-normal traffic conditions, this component experienced contention that prevented some user sessions from being processed efficiently, resulting in delayed responses or temporary interruptions. No customer data was lost, altered, exposed, or compromised at any time during this event. The incident affected system availability only and did not impact the confidentiality, integrity, or security of customer information. Brillium's Operations and Engineering teams responded immediately, identified the root cause, implemented a corrective solution, and conducted extensive validation before releasing the fix. Following successful testing, the solution was deployed incrementally to a limited group of customers and monitored closely before broader rollout. The platform is operating normally. ## What Happened? Brillium utilizes technology that maintains a user's active session while they work within the platform. This session management capability ensures that users remain authenticated and can move seamlessly between application functions. During periods of elevated platform activity, a legacy component involved in this process became a bottleneck. Specifically, the system's session coordination mechanism was unable to efficiently handle the volume of simultaneous session activity, causing some session requests to wait longer than expected. As demand increased, this created intermittent service degradation for a subset of users. It is important to note that this issue was related solely to session management and application availability. It was not caused by a cybersecurity incident, unauthorized access attempt, software defect affecting customer data, or infrastructure failure. ## Customer Impact Some customers may have experienced: * Intermittent application responsiveness * Delayed page loads * Temporary session interruptions * Difficulty accessing specific areas of the platform during peak activity periods Customers not utilizing the affected application paths generally experienced normal service. ### What Was Not Impacted The following remained protected throughout the event: * Customer assessment data * Candidate data * User account information * Assessment content * Reports and analytics * Integrations and stored records * Security controls and access management There is no evidence of data loss, data corruption, unauthorized access, or privacy impact. ## Root Cause The root cause was identified as a limitation within a legacy session-management architecture. The affected component relied upon a centralized mechanism for tracking active user sessions. Under high transaction volumes, this mechanism could become constrained, reducing the system's ability to process concurrent session updates efficiently. As platform demand increased, contention within that process created temporary delays that affected some customer experiences. The issue was related to system scalability rather than security, data integrity, or infrastructure capacity. ## Immediate Response Upon detection of the issue, Brillium initiated its incident response process, which included: 1. Immediate monitoring and investigation. 2. Identification and isolation of the affected component. 3. Development of a corrective workaround. 4. Extensive internal testing and quality validation. 5. Controlled deployment to a limited set of customer environments. 6. Continuous monitoring to verify successful resolution. 7. Execution of scheduled maintenance activities to support the corrective actions and long-term stability improvements. The workaround successfully mitigated the issue and restored normal operation. ## Validation Process Before broad deployment, Brillium followed a controlled release methodology to minimize customer risk. The corrective solution was: * Tested in non-production environments. * Subjected to high-load validation scenarios. * Released to a limited group of customers. * Monitored for stability and performance. * Verified through operational metrics and customer observations. The results confirmed that the identified issue was resolved. ## Long-Term Improvements While the immediate issue has been addressed, Brillium is implementing a strategic modernization initiative designed to eliminate this category of issue entirely. ### Planned Platform Enhancement Brillium will replace the remaining legacy session-management architecture with a modern stateless architecture. A stateless design eliminates dependency on centralized session coordination mechanisms and provides significant operational benefits, including: * Greater scalability under heavy usage * Improved platform resilience * Faster recovery during traffic spikes * Reduced risk of session-related bottlenecks * Improved operational efficiency * Enhanced long-term reliability This modernization effort aligns with Brillium's broader platform scalability and cloud modernization roadmap. ## SOC 2 Compliance Considerations Brillium maintains its commitment to SOC 2 security, availability, and operational control requirements. During this incident: ✅ Incident management procedures were followed. ✅ Monitoring and alerting controls functioned as designed. ✅ The issue was investigated, documented, and remediated. ✅ Corrective actions were validated prior to broader deployment. ✅ No customer data confidentiality concerns were identified. ✅ No unauthorized access occurred. ✅ No customer records were lost, altered, or corrupted. ✅ Post-incident corrective and preventive actions have been established and tracked. This post-incident review is part of Brillium's continuous improvement process and commitment to transparency with customers and partners. ## Frequently Asked Questions ### Was customer data compromised? No. Customer data remained secure throughout the event. The issue affected application availability only and did not impact data confidentiality, integrity, or security. ### Did assessments or results get lost? No. Assessment content, candidate information, and reporting data were preserved and remained intact. ### Has the problem been fixed? Yes. A corrective solution has been implemented, tested, validated, and deployed. Continuous monitoring confirms normal platform operation. ### Could this happen again? The immediate issue has been resolved. In addition, Brillium is undertaking a strategic architectural upgrade to remove the legacy session-management dependency entirely, significantly reducing the likelihood of similar issues in the future. ### What is Brillium doing differently going forward? Brillium is accelerating modernization efforts focused on: * Stateless application architecture * Increased scalability * Improved resilience during peak usage * Enhanced operational monitoring * Continuous performance testing under high-load conditions ## Closing Statement Brillium recognizes the importance of platform reliability to our customers' business operations and assessment programs. We sincerely apologize for the disruption experienced by affected users. Our teams responded quickly, identified the root cause, implemented a validated solution, and have initiated long-term architectural improvements designed to further strengthen platform performance and scalability. We remain committed to transparency, operational excellence, and the secure delivery of our services. **Brillium Operations & Engineering Team** **September 2026**

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Started May 21, 2026, 04:59 PM UTC· resolved May 25, 2026, 12:24 PM UTC

1. identified May 21, 2026, 04:59 PM UTC

   Unplanned Maintenance & Temporary Configuration Update for AI Essay Grading Service Effective Dates: Thursday, May 21, 2026 – Monday, May 25, 2026 At Brillium, we are committed to providing you with the highest standard of reliability, performance, and innovation. To ensure our platform continues to leverage the most robust, secure, and advanced technology available, we are currently updating the underlying language models that power our AI Essay Grading service. What is Happening? Following a planned technology deprecation by our cloud infrastructure partner, Amazon Web Services (AWS), our team is actively transitioning the AI Essay Grading engine to the latest, next-generation Large Language Model (LLM). To guarantee the absolute precision, consistency, and fairness you expect from Brillium, our engineering teams will spend the next few days conducting rigorous regression testing and quality assurance on this new model. How This Affects You To prevent any disruption to your active testing programs, we are implementing a temporary operational adjustment: Automated Transition to Manual Grading: Effective immediately, all assessments currently configured for AI Essay Grading will automatically route essay results to Manual Grading. No Lost Data: Rest assured, all candidate submissions, responses, and core assessment data remain entirely secure and unaffected. Action Required: Administrators and evaluators will simply need to manually review and score essay responses within the Brillium platform during this brief interim period. Next Steps and Resolution We expect to seamlessly deploy the updated, high-performance AI Grading engine this coming Monday. Once deployed, the system will automatically resume automated grading for all designated assessments. We understand how vital these automated insights are to your workflows and sincerely appreciate your patience and partnership as we upgrade our infrastructure to better serve you.

2. identified May 25, 2026, 12:21 PM UTC

   What Has Been Completed? Our engineering team has successfully transitioned the AI Essay Grading engine to a next-generation Large Language Model (LLM). This upgrade has undergone regression testing and quality assurance to ensure precision, consistency, and fairness across all grading scenarios. Current System Status - Assessment Builder AI Essay Grading Fully Restored: All assessments configured for AI Essay Grading have resumed normal automated scoring functionality. - Manual Grading No Longer Required: Temporary routing to manual grading has been discontinued. - Data Integrity Confirmed: All candidate submissions, responses, and assessment data remain secure, complete, and unaffected throughout the transition. No further action is required. The enhanced model delivers improved reliability and performance aligned with our ongoing platform advancements. These enhancements ensure Brillium continues to deliver secure, high-performance, and future-ready assessment capabilities. If you have any questions or need assistance, our support team is here to help.

3. identified May 25, 2026, 12:23 PM UTC

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

4. resolved May 25, 2026, 12:24 PM UTC

   This incident has been resolved.

5. postmortem May 26, 2026, 12:05 AM UTC

   **Executive Summary** Brillium recently experienced a temporary service disruption affecting the AI Essay Grading capability within Assessment Builder. This disruption occurred during a required upgrade to our underlying AI model after the previous model was deprecated by our cloud provider. The issue has been fully resolved, services have been restored, and there was no impact to customer data. We take full responsibility for the disruption and have implemented additional safeguards to strengthen our change management and service reliability processes. ‌ **Impact Overview** * **Service Affected:** AI Essay Grading \(Assessment Builder\) * **Customer Impact:** Temporary unavailability of automated grading * **Workaround Provided:** Temporary routing to manual grading * **Data Integrity:** No loss, corruption, or unauthorized access to customer data All candidate submissions and assessment results remained secure, complete, and unchanged throughout the incident. ‌ **Root Cause** The disruption was the result of an external dependency change. The Large Language Model \(LLM\) previously used by Brillium for AI Essay Grading was deprecated by AWS, requiring an accelerated transition to a supported next-generation model. During this transition: * Automated grading was temporarily paused to ensure a controlled and secure upgrade * Additional validation was required to confirm grading accuracy, consistency, and fairness * Safeguards were applied to protect processing integrity and prevent inaccurate scoring While this action was necessary to maintain platform stability and vendor support compliance, it introduced a temporary service interruption while validation and stabilization were completed. ‌ **Resolution** Our engineering team has successfully: * Transitioned the AI Essay Grading engine to a supported next-generation LLM * Completed comprehensive regression testing and quality assurance * Validated grading precision, consistency, and fairness across all scenarios * Fully restored automated scoring for all assessments Manual grading processes introduced during the incident have now been discontinued. ‌ **Current Status** * AI Essay Grading is fully operational * All assessments are processing normally * No further action is required ‌ **What We Are Doing to Prevent Recurrence** We are strengthening our platform and processes to reduce the likelihood and impact of similar events: * **Enhanced Third-Party Dependency Monitoring** Improved tracking of vendor lifecycle changes, including deprecations and end-of-support timelines * **Proactive Upgrade Planning** Earlier adoption cycles to reduce the need for accelerated transitions * **Expanded Pre-Deployment Testing** Increased simulation of production scenarios prior to release ‌ **Customer Assurance** We recognize how critical reliable scoring is to your operations. This upgrade ensures: * Improved grading accuracy and consistency * Greater long-term system stability and vendor alignment * Continued protection of all customer data Brillium remains committed to delivering secure, high-performance, and future-ready assessment solutions. ‌ **Support** If you have any questions or need assistance, our support team is here to help.

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Started Mar 26, 2026, 11:30 AM UTC· resolved Mar 26, 2026, 03:07 PM UTC

1. investigating Mar 26, 2026, 11:30 AM UTC

   We are investigating performance issues reported for some customers. Access may be briefly interrupted for affected customers.

2. investigating Mar 26, 2026, 12:08 PM UTC

   Affected customers should see normal operation in the next few moments.

3. monitoring Mar 26, 2026, 12:08 PM UTC

   Affected customer are operating normally. We are continuing to monitor status.

4. monitoring Mar 26, 2026, 12:15 PM UTC

   We are continuing to monitor for any further issues.

5. monitoring Mar 26, 2026, 12:16 PM UTC

   We are continuing to monitor for any further issues.

6. resolved Mar 26, 2026, 03:07 PM UTC

   This incident has been resolved.

7. postmortem Mar 26, 2026, 03:07 PM UTC

   Select customers experienced a brief service interruption due to abnormal external activity. The team addressed the issue promptly, and normal service was restored. We are continuing to strengthen our monitoring and protective controls to further improve platform resilience.

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Started Mar 10, 2026, 12:04 PM UTC· resolved Mar 12, 2026, 03:57 AM UTC

1. investigating Mar 10, 2026, 12:04 PM UTC

   The Brillium Assessment Builder is currently unavailable due to unexpected performance issues encountered during a platform upgrade. While upgrades are typically completed without downtime, this particular update introduced challenges that were not identified during extensive pre-release testing. We sincerely apologize for the disruption and are working as quickly as possible to restore full service. We will provide another update as soon as more information is available.

2. identified Mar 10, 2026, 12:08 PM UTC

   Our engineers have identified the issue and applying a fix now.

3. identified Mar 10, 2026, 01:25 PM UTC

   Our engineering team continues to make progress on the platform upgrade. We will provide another update as soon as the Brillium Assessment Builder is back online or if there are any material changes to share.

4. identified Mar 10, 2026, 02:54 PM UTC

   Our engineering team is continuing work on the upgrade and has made additional adjustments to support customers with larger amounts of data. These steps will help ensure a smoother and more reliable upgrade experience. We appreciate your patience and will continue to share updates as progress continues.

5. identified Mar 10, 2026, 03:55 PM UTC

   Progress continues as our team works diligently to bring the Brillium platform back online. We appreciate your patience while we complete improvements that will enhance overall platform functionality and reliability. This release will introduce our new AI Essay Grading service which required some migration of existing essays. Additional information about this feature is available on our website. Further updates will be shared as progress continues.

6. identified Mar 10, 2026, 05:45 PM UTC

   The upgrade process is nearing completion, with the majority of customers now successfully migrated. We are completing the final steps and will share another update as soon as the process is fully finished. Thank you for your continued patience.

7. identified Mar 10, 2026, 06:54 PM UTC

   Many customers are now able to access the Brillium platform as service continues to be restored. The platform is still in the process of stabilizing, and some users may experience slower performance while demand remains high. Our team is actively addressing remaining issues and will continue to provide updates as stability improves. Thank you for your continued patience.

8. monitoring Mar 11, 2026, 02:37 AM UTC

   The Brillium platform has been restored for nearly all customers, with the exception of two accounts. Our engineering team is actively working to bring the remaining customers fully online early this morning (Eastern Time). We will continue to monitor platform performance over the next 24–36 hours to ensure stability and expected operation. If you experience any issues, please contact the Brillium Support Team for assistance.

9. monitoring Mar 11, 2026, 12:24 PM UTC

   Brillium continues working to ensure all customers are fully up and running following the latest platform upgrade. At this time, only one customer remains offline, and our engineering team is actively working to restore service. Once complete, we will continue to monitor the platform to ensure stability and expected performance. This upgrade also introduces new AI‑powered essay grading assistance. Additional information about this feature is available on our website. If you are interested in learning more or experience any issues related to the upgrade, please contact the Brillium Support Team.

10. resolved Mar 12, 2026, 03:57 AM UTC

    The Brillium platform is fully available to all customers and is operating as expected. Our engineering team has confirmed system stability following the recent upgrade. A post‑incident review is currently being completed and will be published on the Brillium Status page once finalized. Thank you for your patience and continued trust.

11. postmortem Mar 12, 2026, 01:38 PM UTC

    # **Brillium Platform Upgrade Incident – Post Mortem** **Incident Summary:** On March 10, 2026, Brillium experienced an unplanned service disruption during a scheduled platform upgrade. While Brillium upgrades are typically completed without customer impact and undergo extensive testing, this release resulted in unexpected performance issues that temporarily affected platform availability for our customers. Our engineering team responded immediately, worked continuously to restore service, and progressively brought customers back online while stabilizing platform performance. The platform is now fully available and operating as expected for all customers. **Customer Impact:** During the incident, customers may have experienced: * Temporary inability to access the Brillium platform * Slower performance while services were being restored * Intermittent access during stabilization efforts We recognize the importance of platform availability to our customers’ assessment and testing operations and regret the disruption this incident caused. **Root Cause \(High Level\):** This release introduced new features that required updates to the platform’s underlying data structure, including initializing certain data values as part of the upgrade process. While the upgrade was aggressively tested prior to deployment, the testing did not fully account for the impact of these changes on customers with very large data volumes. Under those conditions, the upgrade process placed significantly more load on the system than anticipated, which led to degraded performance and ultimately caused platform instability. **Resolution:** To resolve the issue, Brillium’s engineering team implemented targeted adjustments to support the upgrade process at scale, restored customer access in controlled phases, and increased monitoring to ensure platform stability. Once all customers were back online, the platform continued to be closely monitored to confirm normal operation and performance. **Preventative Measures and Improvements:** As a result of this incident, Brillium is implementing the following improvements: * Enhancements to pre upgrade testing to better simulate customers with large data volumes * Additional safeguards during upgrades that involve data structure changes * Improved monitoring and validation steps throughout the upgrade process These actions are intended to further reduce the risk of future upgrade related service disruptions. **Closing Statement:** We sincerely apologize for the disruption caused by this incident and appreciate the patience shown by our customers throughout the restoration process. Over the past 24 months, Brillium has successfully delivered more than 28 platform upgrades without service interruption through our zero downtime delivery process, which is designed to minimize customer impact. While we take extensive measures to ensure reliable and seamless upgrades, unplanned issues can still occur in complex technology environments. We take this incident seriously and are applying the lessons learned to further strengthen our upgrade and testing processes. Brillium remains fully committed to providing a stable, secure, and continuously improving platform, and we thank you for your continued trust.

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Started Dec 10, 2025, 01:51 PM UTC· resolved Dec 11, 2025, 02:02 AM UTC

1. investigating Dec 10, 2025, 01:51 PM UTC

   We are currently investigating the inability to access some Assessment Builder endpoint URL's, including the Brillium API.

2. monitoring Dec 10, 2025, 02:03 PM UTC

   We have identified a possible issue and all Assessment Builder services are restored. We are monitoring the systems.

3. resolved Dec 11, 2025, 02:02 AM UTC

   Monitoring and analysis has completed.

4. postmortem Dec 11, 2025, 02:02 AM UTC

   During the investigation, the system operations team discovered that Assessment Builder was unable to establish a connection to the database systems. As a result, assessment authoring and delivery were impacted for approximately 1 hour and 15 minutes. No impact was observed on the Administration, Customer Management, or Talent applications. This issue appears to have been within the internal systems and the issue has been resolved.

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Started Oct 20, 2025, 07:30 AM UTC· resolved Oct 20, 2025, 10:32 AM UTC

1. monitoring Oct 20, 2025, 09:55 AM UTC

   Time of Initial Impact: Approximately 3:00 AM EST We are writing to inform you that Brilium services are currently experiencing an impact due to a widespread Amazon Web Services (AWS) regional outage that began around 3:00 AM EST this morning. This AWS disruption is affecting the availability and performance of various Brilium services. Our engineering and operations teams were immediately alerted and are working diligently to assess the full scope of the impact on our infrastructure. What We Are Doing: • We are in close and continuous contact with AWS to gather the latest updates on their progress. • Our teams are actively exploring and implementing potential mitigating steps where possible. • We are preparing for a swift return to full operational status once the underlying AWS issue is resolved. We understand the criticality of our services to your operations and sincerely apologize for the inconvenience and disruption this unplanned outage is causing. We are committed to providing you with regular updates and will post a new notification as soon as we have substantive information from AWS or when the incident is resolved. Thank you for your patience and understanding as we navigate this external issue. Next Update Expected: 15 minutes

2. monitoring Oct 20, 2025, 10:10 AM UTC

   Current Status: Resolved / Monitoring Time of Resolution: Approximately 6:00 AM EST We are pleased to report that the widespread Amazon Web Services (AWS) regional issue that began around 3:00 AM EST appears to be resolved by AWS. We are now seeing a steady return to normal operations and full service availability across all affected Brilium services. Next Steps & What We Are Doing Now: • Our engineering team has confirmed that all core services and customer-facing features are back online and operational. • We are now in an extensive monitoring and stabilization phase. We will continue to closely watch system performance and metrics over the next several hours to ensure complete stability and prevent any potential lingering effects. We know this outage caused significant disruption, and we sincerely appreciate your patience and understanding throughout this external incident. If you continue to experience any unusual issues with a specific Brilium service, please do not hesitate to reach out to our support team. We will provide one final wrap-up report once we have completed the monitoring phase and are 100% confident in the full, sustained restoration of service.

3. resolved Oct 20, 2025, 10:32 AM UTC

   Final Resolution: Full Service Restoration and Normal Operation Current Status: Resolved Time of Final Confirmation: Approximately 6:30 AM EST We are happy to confirm the full and sustained resolution of the earlier service disruption caused by the Amazon Web Services (AWS) regional outage. Our intensive monitoring period has concluded, and we have verified that: • All Brilium services are fully operational. • All systems are running within normal performance parameters. • There are no residual effects or lingering issues from the external AWS incident. We consider this incident closed. Thank you once again for your patience and understanding during this unplanned disruption. We appreciate your reliance on Brilium services and remain committed to providing you with reliable performance.

4. postmortem Oct 21, 2025, 01:10 AM UTC

   # **AWS Regional Outage \(October 20, 2025\)** ## **1. Executive Summary** On October 20, 2025, Brillium services experienced a significant disruption lasting approximately 4.5 hours due to an external, widespread regional outage within Amazon Web Services \(AWS\). The incident began at 3:00 AM EST and primarily impacted service availability and performance for customers relying on the affected AWS region. The core issue was external to Brillium’s platform. Our focus during the incident was on confirmation, communication, and swift restoration, which was completed by 7:30 AM EST after AWS reported their upstream resolution. ## **2. Key Details** | Metric | Detail | | --- | --- | | **Incident Name** | AWS Regional Service Disruption | | **Date** | October 20, 2025 | | **Duration** | 4 hours, 30 minutes \(3:00 AM EST to 7:30 AM EST\) | | **Impacted Services** | All core Brillium services \(including API, Data Processing, and Web Frontend\) | | **Root Cause** | Widespread regional outage in AWS \(External\) | | **Resolution Status** | Fully Resolved | ## **3. Impact Analysis** During the incident window \(3:00 AM - 6:00 AM EST\), customers experienced: * **Service Unavailability:** Difficulty accessing or connecting to various Brilium applications. * **Performance Degradation:** Increased latency and intermittent timeouts when services were partially available. * **Data Processing Delays:** Backend processing queues were backed up, leading to delays in scheduled tasks and data updates. The primary customer impact was loss of service availability for the duration of the upstream AWS outage. ## **4. Root Cause** The root cause was confirmed to be a major service disruption impacting a critical AWS region upon which a portion of Brillium’s infrastructure relies. This was an external failure of the cloud provider’s infrastructure. * **Brillium Action:** The incident was immediately confirmed via AWS status pages and internal monitoring systems. * **External Cause:** An initial AWS failure \(e.g., networking or power event\) cascaded across availability zones within the region. ‌ ## **5. Incident Timeline \(All Times EST\)** | Time | Event | | --- | --- | | **3:00 AM** | Internal monitoring alerts triggered across multiple Brillium services. Incident declared. | | **3:15 AM** | External AWS status page confirms a major regional incident affecting multiple services. | | **3:30 AM** | Initial customer status update posted to [status.brilium.com](http://status.brilium.com) identifying the external AWS issue. | | **6:00 AM** | AWS reports resolution of the underlying issue, and Brilium systems begin self-recovering. | | **6:15 AM** | Service restoration update posted; Brillium enters extensive monitoring phase. | | **6:30 AM** | Brillium monitoring confirms all services are stable, running within normal parameters, and fully functional. Final resolution update posted. | ## **6. Corrective Actions and Lessons Learned** While the root cause was external, we identified opportunities to improve our monitoring and response to similar external events: | Area | Action Item | Target Date | | --- | --- | --- | | | | **Alerting** | Enhance specific alerting thresholds to differentiate between high load/internal issues and sudden, widespread external availability failures. | End of Q2 2026 | | **Communication** | Create pre-drafted status page templates for common external dependency failures \(e.g., AWS, other third-party providers\) to expedite initial communication. | Immediate | | **Monitoring** | Implement synthetic transactions \(probes\) in a secondary, unaffected region to quickly confirm global service health during local regional outages. | Q4 2025 | We appreciate the patience of our customers during this disruption and are committed to implementing these actions to enhance the resilience of the Brillium platform.

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Started Sep 23, 2025, 01:42 PM UTC· resolved Sep 23, 2025, 05:25 PM UTC

1. investigating Sep 23, 2025, 01:42 PM UTC

   We are currently investigating this issue.

2. investigating Sep 23, 2025, 01:57 PM UTC

   We are investigating degraded performance with Assessment Builder. Other applications appear to be unaffected.

3. investigating Sep 23, 2025, 03:17 PM UTC

   We are currently validating our investigation findings.

4. identified Sep 23, 2025, 03:48 PM UTC

   The systems operations team will be performing a systems refresh. This should take about 15 minutes. During this time, there may be limited access to brillium Assessment Builder.

5. monitoring Sep 23, 2025, 04:13 PM UTC

   All systems are available and operating as expected. We will be monitoring systems closely during the next few hours to ensure system operations are performing as expected.

6. resolved Sep 23, 2025, 05:25 PM UTC

   All systems have returned to normal operational performance.

7. postmortem Sep 23, 2025, 05:25 PM UTC

   Our investigation revealed that at approxiamately 2025-09-23T12:29:10Z \(UTC\) we experienced a temporary service disruption caused by an unexpected and extreme surge in network traffic. At peak, our systems were servicing over 20,000 simultaneous requests per second, which impacted Application Builder performance for a significant segment of our customers. Initial analysis of our Application Firewall \(AF\) logs shows that requests were valid and there is no indication of malicious activity. Our System Operations team reviewed and refreshed affected systems to restore system services performance and availability. We will continue to investigate the root cause data and apply additional operational enhancements aimed at improving the platform’s ability to handle unusual activity of this nature.

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Started Jul 10, 2025, 07:10 PM UTC· resolved Jul 18, 2025, 12:53 PM UTC

1. investigating Jul 10, 2025, 07:10 PM UTC

   We're currently investigating multiple reports of errors occurring during Assessment Builder Certificate generation. Our development team is working to identify the root cause.

2. identified Jul 11, 2025, 03:33 PM UTC

   Two issues have been identified with the certificate generation functionality. The development team is developing and testing solutions.

3. identified Jul 11, 2025, 03:45 PM UTC

   A partial fix has been implemented to address an error that could be encountered when previewing a certificate or viewing a certificate from the Results screen (Respondent detail). Additional fixes for the placement of certain elements in the layout are currently being developed.

4. monitoring Jul 11, 2025, 04:06 PM UTC

   Additional fixes for the placement of certain elements in the layout have been implemented, and certificate generation is now operating properly for all customers. We will continue to monitor the system over the next few days and apply further adjustments if needed.

5. monitoring Jul 13, 2025, 03:18 AM UTC

   Our development team has identified an issue with the default US Letter-sized certificate background design that may prevent certificates from displaying properly for some customers. This issue does not affect the A4 sized certificate background or any alternate certificate designs that are used, such as the Brillium modern or alternative designs (available at: https://support.brillium.com/en-us/knowledgebase/article/KA-01027/en-us). We are actively working on a resolution and will continue monitoring the system in the meantime.

6. resolved Aug 10, 2025, 12:53 PM UTC

   Incident resolved with successful monitoring complete.

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Started Apr 30, 2025, 05:43 PM UTC· resolved Apr 30, 2025, 07:25 PM UTC

1. investigating Apr 30, 2025, 05:43 PM UTC

   We are currently experiencing a temporary service interruption, and our team is investigating the issue. We are actively working to restore full functionality as quickly as possible.

2. identified Apr 30, 2025, 06:23 PM UTC

   We have identified the root cause of the issue. Restoration efforts are underway by our Systems Operations team. We’ll share additional updates as they become available.

3. identified Apr 30, 2025, 06:26 PM UTC

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

4. identified Apr 30, 2025, 06:59 PM UTC

   Our investigation has identified that multiple errors occurred within Brillium’s authentication systems, which disrupted the ability to authenticate between and within Brillium applications and infrastructure. Our engineering team is actively working to restore full service and is making steady progress. We expect resolution to be completed shortly and will continue to provide updates as work is completed.

5. monitoring Apr 30, 2025, 07:05 PM UTC

   Access to the Brillium application(s) has been successfully restored. All systems are coming back online and should be fully available within the next few moments. Our team will continue to monitor system performance closely to ensure stability. We appreciate your patience and understanding during this interruption.

6. monitoring Apr 30, 2025, 07:06 PM UTC

   We are continuing to monitor for any further issues.

7. monitoring Apr 30, 2025, 07:13 PM UTC

   Most all system access has been restored. The User Profile applciation is still in the process of coming back up.

8. monitoring Apr 30, 2025, 07:20 PM UTC

   Access to all systems has been confirmed and tested. We are continuing to monitor systems for an extended period.

9. resolved Apr 30, 2025, 07:25 PM UTC

   This incident has been resolved.

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Started Nov 06, 2024, 11:45 AM UTC· resolved Nov 07, 2024, 01:50 AM UTC

1. identified Nov 06, 2024, 11:45 AM UTC

   We have identified a database service degradation that affects a very small number of customers (less than 10). The cause was immediately identified and is currently being addressed. We expect this situation to be resolved in less than 60 minutes.

2. identified Nov 06, 2024, 12:54 PM UTC

   We are continuing to address the issue for these customers. We expect that the resolution may take an additional 30 minutes. We will probvide an additional update in 15 minutes.

3. identified Nov 06, 2024, 01:39 PM UTC

   Approxiamately 4 customers continue to be affected and experience service degredation. The resolution process is continuing and we expect a complete resolution in the next hour. We apologize for the delay adn will provide another udpate shortly.

4. identified Nov 06, 2024, 03:40 PM UTC

   We are continuing to make progress wiht the remaining customers as previously noted.

5. identified Nov 06, 2024, 03:40 PM UTC

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

6. identified Nov 06, 2024, 04:30 PM UTC

   We are addressing this issue on 2 customers. All others remain unaffected. We expect to be completed shortly.

7. identified Nov 06, 2024, 07:33 PM UTC

   We are continuing to restore the remaining (2) customers affected. We will provide an update when the process is complete.

8. monitoring Nov 07, 2024, 01:50 AM UTC

   All issues have been resolved and tested.

9. resolved Nov 07, 2024, 01:50 AM UTC

   This incident has been resolved.

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