Service Disruption - BMS US & UK

Update timeline

1. monitoring Apr 20, 2026, 03:14 PM UTC

   We were experiencing service disruption for BMS US and UK from 10:15 AM ET. The services are back operational from 10:39 AM ET. We are currently monitoring this issue. We Apologize for any inconvenience caused. -Cloud Operations Team

2. resolved Apr 20, 2026, 05:20 PM UTC

   This incident has been resolved.

3. postmortem Apr 22, 2026, 02:09 PM UTC

   **Summary:** Between 2026-04-20 14:15 UTC and 2026-04-20 14:39 UTC, some US and UK customers could not access their BMS portals due to a timeout error. **Root Cause:** An unexpected infrastructure event caused a subset of backend systems supporting the BMS portal to become temporarily unavailable. This resulted in timeout errors for some users in the US and UK while accessing the service. **Incident Timeline:** * Identified: 2026-04-20 14:20 UTC * Resolved: 2026-04-20 14:39 UTC * Backfill post to the Status Page: 2026-04-20 15:14 UTC **Preventative Measures:** To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps: **Strengthened Change Management:** * Additional validation steps will be required to confirm maintenance timing and scope before any changes that could affect production systems. **Improved Monitoring and Alerting:** * Expanded monitoring to more quickly detect unexpected system restarts or availability issues. * Enhanced alerts to ensure faster awareness and response when critical systems are impacted. **Operational Readiness Improvements:** * Updated internal procedures and runbooks to support faster recovery during infrastructure-related incidents. * Regular reviews of incident response practices to ensure teams are prepared to handle similar scenarios efficiently.