Eleos Technologies Outage History

Document processing times are increased and documents are currently delayed by about 30 minutes. We've mitigated the underlying issue and we are nearly done processing the queue of delayed documents. We'll post another update when the remaining backlog is fully processed.

We are continuing to monitor for any further issues.

We applied a fix for the routing issue an have confirmed that routes are now generating. The mitigation has an impact to the display of the driver's current location in historical trip snapshots. We will follow up with additional details about this impact shortly.

We are now working on a fix to restore visibility of the driver's current location in historical trip snapshots. There was no data loss during the incident and new routes will continue to display the current location information. We will also continue to monitor the original mitigation.

We have applied a mitigation which seems to have resolved the login issues, if you continue to encounter problems logging into App Manager please reach out to [email protected].

Error rates have stabilized to normal operating levels for POI layers, but we're going to continue to monitor out of an abundance of caution. We are working with our infrastructure provider to ensure the needed server capacity remains available to us.

We are continuing to monitor out of an abundance of caution, but will look to resolve the incident soon. We have been successfully running with expanded and sustained server capacity to mitigate any further issues. We are in active contact with our infrastructure provider to prevent a reoccurrence.

Message notifications are no longer delayed as of 18:32 UTC. Notifications were delayed between the period of 18:09 UTC and 18:31 UTC. Upon further investigation, messages integrated to messaging services were not delayed. Only message notifications to drivers - including new messages and updating message counts on app icons were delayed during the incident period.

Beginning at 23:59 UTC errors rates across the Eleos Mobile Platform, and have decreased to normal rates at 00:09 UTC. We are currently monitoring the system, and will provide an update in 20 minutes.

Platform Metrics in App Manager are failing to load for users during this time due to an issue with an upstream provider. We're monitoring and will post updates as we receive them from our provider.

We are continuing to monitor as we await for more updates from our upstream provider at this time.

Platform Metrics in App Manager seem to be loading now for some users as our upstream provider have indicated that they have deployed a fix and are monitoring the rollout. We'll continue to provide more updates as we receive them.

We have identified the root cause of the issue, and have rolled back the changes that caused them. As of 17:15 UTC the error rate of the Action Request API has returned to normal. Correction to the previous update: the elevated errors of the Action Request API began at 16:21 UTC. We are continuing to monitor the error rates, and will provide an update at 17:40 UTC.

From 12/12/2025 21:21 UTC to 12/12/2025 21:32 UTC our monitoring indicated DNS resolution issues when trying to contact Eleos's servers. We've traced this to an issue with our upstream DNS provider. Mobile app users and back office users may have seen intermittent delays loading information and performing actions in the app or in the Hub during this time window. Some users may not have been impacted at all depending on the configuration of their local DNS cache. Our monitoring indicates this is resolved and we are continuing to monitor. We are waiting on final confirmation from our upstream vendor that the issue is resolved.

The Eleos Platform experienced degraded performance beginning at 7:42 UTC. App users who were logged in were unable to receive or send messages, or receive Action Requests. Messages produced on the app during this time were held on device until the error rates were reduced. Document processing during this time was also delayed. Documents captured on device will be uploaded and processed once the error rates have subsided. The Messaging and Action Request API were also unavailable. We are starting to see full restoration of functionality as of 9:22 UTC, and will continue to monitor the issue and will provide an update at 10:15 UTC.

As of 9:22 UTC we believe the Eleos Platform has stabilized and full functionality has been restored. The outage period was between 7:42 UTC and 9:22 UTC (for a total outage time of 1 hour and 40 minutes). Messages sent on device during this period will have been integrated once the system was restored. We are investigating document processing difficulties during the outage period, and will post an update by 10:45 UTC.