[Eptura Engage] S2 - Bookings originated from Exchange are not synching to Eptura Engage

Update timeline

1. investigating Jan 19, 2026, 12:44 PM UTC

   We are currently investigating an issue wherein bookings originated from Exchange are not synching to Eptura Engage via M365 Integration.

2. monitoring Jan 19, 2026, 01:26 PM UTC

   Our Infrastructure team has increased the resource capacity and renewed the certificate. Based on our preliminary validation, the issue now appears to be resolved. We will continue to monitor and update here.

3. resolved Jan 19, 2026, 02:11 PM UTC

   The issue has been resolved.

4. postmortem Feb 09, 2026, 09:14 AM UTC

   We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. ‌ **Type of Event:** _Severity 2_ - Bookings created via Outlook add-in not synching to Engage **Services/Modules Impacted:** Bookings created via Eptura Engage Outlook add-in **Issue Summary/Background:** We received reports that some bookings created through the Eptura Engage Outlook Add‑in were not appearing in the Eptura Engage web application. Bookings created directly in the web application continued to sync and appear correctly in Outlook. **Root Cause:** Our investigation revealed that the Function App responsible for processing these bookings \(SCProcessor\) was experiencing intermittent accessibility issues. Although its health check reported the service as operational, the underlying URL was intermittently unreachable. Microsoft has since indicated that the behavior may have resulted from a temporary delay or glitch during the propagation of a Virtual Network \(VNet\) configuration update. On rare occasions, backend synchronization can take longer than expected, causing brief service interruptions. ‌ **Remediation:** To restore normal functionality, we restarted the SCProcessor Function App. After the restart, booking synchronization resumed as expected, and the issue was fully resolved. **Timeline \(Timezone\):** _Date / Time - Sequential event of the incident_ 19 January 2026 05:09 UTC - Support received first report of the issue and started investigating as a standalone issue. 19 January 2026 12:06 UTC - It was identified to be a larger issue as reports were received from multiple clients. 19 January 2026 12:37 UTC - Infrastructure and Engineering teams were involved to investigate and troubleshoot the issue. 19 January 2026 13:28 UTC - The issue was resolved by internal teams. 19 January 2026 13:54 UTC - Confirmation of resolution was received. ‌ **Total Duration of Event:** 8 hours 45 minutes **Preventive Actions:** Eptura Infra team will implement a solution to monitor the URL for FunctionApp to monitor it proactively.