Eptura experienced a critical incident on December 14, 2025 affecting SpaceIQ, lasting 3h 53m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 14, 2025, 11:08 AM UTC
We’re currently experiencing an issue where customers are unable to access SiQ. Our team is actively investigating and working to restore service as quickly as possible. We understand how important SiQ is to your operations and sincerely apologize for the inconvenience. Thank you for your patience, we’ll provide updates as soon as we have more information. Our next update will be 12:37 PM UTC
- investigating Dec 14, 2025, 01:11 PM UTC
We are continuing to investigate the issue.
- investigating Dec 14, 2025, 02:37 PM UTC
We are currently investigating an API related issues that may be causing some requests to fail. Our team is actively reviewing logs and working to identify the cause and restore full service. Our next update will be 02:37 PM UTC
- resolved Dec 14, 2025, 03:01 PM UTC
We will be moving into a Resolved status. Users have confirmed both internally and externally that this issue has been fully resolved. We sincerely appreciate your patience and understanding as we worked through this disruption. Our team is preparing a detailed Root Cause Analysis, which will be published within the next 10 business days. Thank you for your continued trust and partnership.
- postmortem Dec 22, 2025, 06:56 PM UTC
**SpaceIQ by Eptura detailed Root Cause Analysis | 12/14/2026** **S1 | Inability to Access SiQ** We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** On December 14, 2025, SpaceIQ experienced an outage that temporarily prevented customers from accessing the service. We understand how important reliable access is to your operations, and our team worked quickly to restore full functionality as quickly as possible. While the service was unavailable for some customers during this period, no data was lost, and all systems are now operating normally. **Type of event:** Outage **Services/Modules impacted:** Production Environment **Timeline: \(Reported in UTC\)**` `At approximately 10:00 AM UTC, customers began encountering errors when trying to access SpaceIQ. Our team immediately investigated and escalated the issue to our Cloud Operations team. By 03:01 PM UTC, service was fully restored. **Total duration of event:** 4 hours 37 minutes **Root cause:** The outage was traced to an internal database that became overloaded due to an unusually high number of idle and active connections. This overload affected overall service availability. During our investigation, the team also identified that this same database issue contributed to recent disruptions some customers experienced with SFTP imports. Once the underlying problem was addressed, any SFTP imports that previously appeared as pending or canceled were able to process successfully. **Remediation:** To restore service, our team restarted the affected component and stabilized the database. After these steps were completed, SpaceIQ became fully accessible, and all impacted SFTP imports without further issues. **Preventative actions:** To prevent similar issues in the future, we are: * Updating system configurations to automatically close idle connections after a short period. * Reviewing related processes, including SFTP import handling, to ensure better stability and performance.