Document360 experienced a minor incident on September 9, 2026, lasting 2h 6m. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Sep 09, 2026, 01:24 PM UTC
We have observed spike exceptions in US environment for all application. We are investigating this issue.
- monitoring Sep 09, 2026, 01:35 PM UTC
The issue was caused by a database event that resulted in a node reboot in the database cluster. Service has been restored, and the issue is now resolved. We are actively monitoring the situation to ensure
- resolved Sep 09, 2026, 03:30 PM UTC
From approximately 13:15 UTC, customers in our US region experienced intermittent errors and slower than usual responses on knowledge base sites and other applications. The cause was a database availability event. The database cluster changed its primary node several times in quick succession while operating at its capacity limit. During these transitions, application services were unable to obtain database connections, and some restarted repeatedly as a result, which extended the recovery period. We have revisited the database cluster's capacity ceiling to provide additional headroom for scaling to avoid such incidents in the future.