We are experiencing slowness in EU environment kb site

Update timeline

1. investigating Sep 08, 2026, 09:49 PM UTC

   We are experiencing an incident in EU environment in KB site we are currently investigating the inicdent.

2. monitoring Sep 08, 2026, 10:31 PM UTC

   We have implemented mitigation measures and restored the service to normal operation. Our team is actively investigating the root cause and will share an update once identified.

3. resolved Sep 10, 2026, 05:35 AM UTC

   Root cause was sustained latency degradation on the upstream Azure Cache for Redis instance. Elevated P95/P99 round-trip times on cache operations caused connection pool saturation and thread starvation in the application tier, surfacing as intermittent request slowness and downstream timeouts once operations exceeded configured client timeout thresholds. The latency was not attributable to our workload — it originated from a platform-level Redis incident on the Azure side affecting the service backend. No configuration, deployment, or capacity change on our end contributed. Azure has remediated the underlying platform fault. Cache latency has returned to baseline, connection pools have recovered, and all services are operational with no residual error rate.