ECHO PRM experienced a major incident on May 7, 2025 affecting ECHO PRM Software (App Website) and ECHO PRM Software (Backend Website) and 1 more component, lasting –. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- resolved May 07, 2025, 09:51 AM UTC
Incident Summary On May 7, 2025, our application experienced intermittent availability issues starting at approximately 05:00 AM due to an outage in our data center infrastructure. This resulted in degraded service for a subset of users. Root Cause The root cause was identified as a deep-seated failure within the core systems of our data center. Although a fail-safe redundancy mechanism was already in place, the nature of the error penetrated beyond its protective scope, rendering it ineffective in this instance. User Communication We promptly informed users of the issue through a notification badge displayed within the app, indicating a temporary service degradation. Resolution Remedial actions were initiated immediately upon identification of the issue. Full service was restored by 11:00 AM. Next Steps We are conducting a comprehensive review with our data center partner to understand the failure path in more detail. Additionally, we are exploring enhancements to our redundancy design and improving monitoring and alerting to reduce the impact of similar incidents in the future.