Depict incident
Degraded performance: merchant portal pages loading slowly
Depict experienced a minor incident on July 27, 2026 affecting Portal (Supergrid merchandising app), lasting 1h 8m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 27, 2026, 06:04 PM UTC
We are investigating reports of slow page loads in the merchant portal.
- identified Jul 27, 2026, 06:48 PM UTC
We have identified a throughput ceiling in the network path between our edge platform and database as the cause of the slow page loads.
- monitoring Jul 27, 2026, 07:09 PM UTC
We deployed a transport-protocol fix and are monitoring latency.
- resolved Jul 27, 2026, 07:12 PM UTC
From 20:04 to 21:12 CEST a subset of merchant-portal page loads and collection-data requests were extremely slow (30 seconds to several minutes in the worst window 20:38–20:48 CEST); requests completed without errors and no data was lost. Root cause: a throughput ceiling in the network path between our edge platform and database, reached during an unusually large ingestion traffic surge. We deployed a transport-protocol fix at 21:09 CEST and latency returned to normal within three minutes. Follow-up capacity and alerting improvements are in progress.