Eleos Technologies experienced a major incident on May 5, 2025 affecting App Manager and Mobile Apps, lasting 1h 19m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 05, 2025, 02:34 PM UTC
We are currently investigating an issue with drivers not being able to receive routes at this time.
- monitoring May 05, 2025, 02:51 PM UTC
Routing functionality with an upstream provider has been restored and we're seeing routing success rate increase. We will be monitoring to make sure that drivers are able to receive new routes in the mobile apps, and the Build a Route functionality in Trip Planner Studio will continue to function.
- monitoring May 05, 2025, 02:56 PM UTC
Routing success rates appear to be stable and under normal operating conditions, but we are continuing to monitor.
- monitoring May 05, 2025, 03:19 PM UTC
Routing success rates still appear to be stable and under normal operating conditions, but we are continuing to monitor at this time.
- resolved May 05, 2025, 03:54 PM UTC
Routing success rates have remained stable and under normal operating conditions. The upstream provider has acknowledged the issue on their side and has indicated the issue has been resolved on their end.
- postmortem May 22, 2025, 06:22 PM UTC
On May 5, 2025, our engineering team was paged for elevated error rates that exceeded normal operational thresholds. These errors stemmed from our routing service provider unexpectedly rate-limiting our requests. This caused Trip Planner and route requests originating from our mobile applications to fail. This also affected Trip Planner Studio’s Build a New Route requests made via the App Manager. The vast majority of route requests failed from 14:16 UTC to 14:48 UTC. Upon investigation and communication with the external provider, it was determined that the rate-limiting was the result of the deployment of a malformed configuration by the provider and was not the result of our usage patterns or volume, which remained normal. Routing functionality was restored at 14:48 UTC. As a precautionary measure, we waited to resolve the status page incident until 15:54 UTC when we confirmed that the routing provider had identified the underlying cause of the outage and did not expect a reoccurrence.