Degraded performance: merchant portal pages loading slowly

Update timeline

1. resolved Jul 27, 2026, 06:04 PM UTC

   Type: Incident Duration: 1 hour and 8 minutes Affected Components: Portal (Supergrid merchandising app) Jul 27, 18:04:00 GMT+0 - Investigating - We are investigating reports of slow page loads in the merchant portal. Jul 27, 18:48:00 GMT+0 - Identified - We have identified a throughput ceiling in the network path between our edge platform and database as the cause of the slow page loads. Jul 27, 19:09:00 GMT+0 - Monitoring - We deployed a transport-protocol fix and are monitoring latency. Jul 27, 19:12:00 GMT+0 - Resolved - 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.