Core Practice Outage History

Status: Resolved Summary: Between 16:20 and 16:45, we experienced elevated CPU utilisation across multiple instances, which caused intermittent slowness for some users. The affected servers have since stabilised and were progressively returned to the pool, with all instances restored by approximately 17:20. Investigation: Initial monitoring through DataDog did not show a common request pattern across the affected servers. Further review of instance logs indicates a consistent sequence of events: spikes in network traffic → RAM saturation → CPU spikes. Next Steps: A detailed log analysis is currently underway to determine the root cause. A problem ticket has been raised to track the investigation and any corrective actions. We apologise for any inconvenience caused and will continue to monitor system performance closely.

Between 10:55am and 12:05pm 25/02/2026, we saw resource spikes on some of our front end instances. The issue has been resolved, additional servers were provisioned to stabilise performance and server load has returned to normal levels. Response times are back to expected benchmarks. Root cause investigation is ongoing. A post-incident report will be published once completed.

Twilio has confirmed the issue impacting inbound SMS messages for a subset of Australian phone numbers has been resolved. We are no longer seeing delivery issues and inbound SMS messages are functioning as expected. Outbound SMS messages were not impacted during this incident. We will continue to monitor, but no further action is required at this time.

Summary: Between 10:20am - 10:45am and 12:35pm-12:50pm some of our web servers experienced an application process hang, causing health probe failures and degraded performance for a subset of requests. The affected servers were removed from the pool, and traffic continued to be served by the remaining healthy instances. Impact: Some users may have experienced slow response times or brief connection delays during the incident window Resolution: An additional server was provisioned to provide extra capacity while the affected servers were restored to the load balancer pool. All servers are now operating normally. Next Steps: We are continuing to investigate the root cause, which appears related to memory pressure during a period of high concurrent activity. Additional monitoring has been implemented, and we will provide a full post-incident report once the investigation is complete. Current Status: All systems operating normally.

Summary Our web application experienced connectivity issues on November 18, 2025 11:00pm - November 19 02:00am (AEST) due to a widespread Cloudflare outage affecting multiple services globally. Service was restored once Cloudflare resolved the issue. Root Cause Third-party service provider (Cloudflare) experienced a global outage impacting DNS and CDN services. Resolution Cloudflare resolved the outage on their infrastructure. All services have been restored to normal operation. Next Steps We continue to monitor service stability and are reviewing our DNS redundancy strategies. We apologise for any inconvenience and thank you for your patience.

Summary Our web application experienced performance issues on November 17, 2025 between 09:50 AM and 10:10 AM AEDT, due to elevated CPU usage caused by a surge in connection traffic. Users may have experienced slow page loads and connection timeouts during this period. Root Cause A surge in SignalR reconnection attempts created elevated CPU load on our web servers, leading to degraded application performance. Resolution Our team increased the number of servers to handle the traffic spike. System performance has been restored to normal levels. Next Steps We'll continue monitoring for these connection patterns, and infrastructure scaling adjustments to prevent similar issues in the future and further optimise traffic. We apologise for any inconvenience and thank you for your patience.

We sincerely apologize for the inconvenience caused to affected customers. Our investigations have been completed, and a hotfix has been deployed to resolve the issue. Templates should now be loading as expected.

This incident has been resolved.