Services not fully functioning

Update timeline

1. resolved Jul 28, 2026, 08:18 AM UTC

   At 8:53 AM CEST on 28/07/2026, our services for converastion handling and logging into Dixa were not fully functioning. Our engineers were immediately notified of the issue and started working on identifying the root cause. At 9:03 AM CEST, a fix for this issue was deployed, and the affected services were again fully functioning. We have performed a Root Cause Analysis of this incident and are implementing solutions in order to prevent such instances from happening in the future. We sincerely apologize for any inconvenience that this may have caused.

2. postmortem Aug 05, 2026, 06:43 AM UTC

   ### **Post-Mortem: Conversation Handling & Login Service Disruption** **Date of Incident:** July 28, 2026 **Duration:** 8:53 AM – 9:03 AM CEST \(10 minutes\) **Severity:** High — partial service disruption #### **Summary** On July 28, 2026, at 8:53 AM CEST, Dixa experienced a service disruption affecting conversation handling and user login functionality. The issue was identified quickly by our engineering team, a fix was deployed at 9:03 AM CEST, and full functionality was restored within 10 minutes of the initial impact. #### **Impact** Users may have experienced difficulty logging into Dixa or handling conversations during the affected window. No data loss occurred, and all systems returned to normal operation by 9:03 AM CEST. #### **Root Cause** The disruption was traced to a change introduced during a routine deployment to our production environment, which had an unintended effect on the services responsible for conversation handling and authentication. Our monitoring systems flagged the anomaly shortly after it occurred, allowing our engineering team to identify and roll back the change quickly. #### **Resolution** Engineers on-call were alerted immediately once the anomaly was detected. The team traced the issue to the recent deployment and deployed a corrective fix at 9:03 AM CEST, which resolved the disruption. #### **Preventive Measures** To reduce the likelihood of similar incidents going forward, we are: * Strengthening our pre-deployment validation checks to catch this class of issue before it reaches production * Improving automated rollback triggers so similar anomalies are reverted even faster * Enhancing monitoring coverage on conversation handling and authentication services specifically #### **Closing Note** We know reliability is critical to how you run your business, and we take incidents like this seriously. We apologize for any inconvenience this may have caused and remain committed to continuously improving the resilience of our platform.