ConnectMe - Service Unavailability - EU West - Prod + UAT

Update timeline

1. resolved Aug 03, 2026, 10:11 AM UTC

   We are writing to inform you that an issue occurred earlier affecting the ConnectMe service within the Eu-West-Bru Production region. Both UAT and Production environments were affected. The incident has now been fully resolved, and services have been restored. During the incident, Easybell, and ODOS BE and Flexfone DK customers may have experienced an inability to access or use the ConnectMe service. We will continue to monitor the platform for the next 24 hours to ensure service stability and confirm there is no further impact. Thank you for your understanding and patience. If you have any questions or concerns, please do not hesitate to contact our Support team. Kind regards, Dstny Support

2. postmortem Aug 11, 2026, 03:24 PM UTC

   **Incident Summary** On 3rd August 2026, between 08:55 UTC and 10:11 UTC, the ConnectMe application became unavailable for customers in Germany, Belgium and Denmark. Both the production and staging environments were affected. Users were unable to log in to the application, while those already logged in were disconnected when refreshing their session. The incident was identified through a combination of automated alerting and customer reports, and engineering teams were engaged promptly to investigate and restore service. Full service was confirmed as restored at 10:11 UTC, with both production and staging services verified as stable. **Root Cause** The incident was caused by a historical configuration issue within the underlying storage infrastructure. During previous infrastructure changes, a critical platform setting was not identified for review, leaving the environment unable to accommodate certain internal workload changes. When one of these changes occurred, the storage service became unavailable, which caused the content delivery service relied upon by ConnectMe to fail. As a result, ConnectMe was unavailable for the duration of the incident. **Incident Resolution** Once the root cause was identified as a storage infrastructure issue, the relevant infrastructure team was engaged to restore the affected storage platform. Following recovery of the storage service, the dependent services recovered automatically, and ConnectMe returned to normal operation. Full service was confirmed as restored at 10:11 UTC on 3rd August 2026. **Mitigative Actions** * **Review and update storage platform configuration** to reduce the risk of similar service disruptions occurring in future. * **Assess monitoring and alerting capabilities** to improve the early detection of infrastructure issues. * **Conduct a broader review of storage platform dependencies** to identify and address any related configuration risks. **Timeline** * 03 Aug 2026, 08:55 - Automated monitoring detected a potential service issue and alerted the support team. * 03 Aug 2026, 09:00 - Initial investigation began to determine the scope and cause of the disruption. * 03 Aug 2026, 09:08 - Early recovery actions were carried out while the investigation continued. * 03 Aug 2026, 09:20 - Customer impact was confirmed and the Major Incident process was initiated. * 03 Aug 2026, 09:27 - Relevant engineering teams were engaged and a coordinated incident response was established. * 03 Aug 2026, 09:35 - Further remediation activities were undertaken based on investigation findings. * 03 Aug 2026, 09:45 - Infrastructure specialists joined the investigation after the issue was traced to the underlying storage platform. * 03 Aug 2026, 10:04 - The affected storage services were restored.The affected storage services were restored. * 03 Aug 2026, 10:10 - ConnectMe services were confirmed as operational following recovery of the underlying infrastructure. * 03 Aug 2026, 10:11 - Service restoration was fully verified and the incident was declared resolved.