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Incident Description: We are investigating an issue affecting a small subset of customers in the Australia production environment using Snow Atlas. Affected users may be unable to access certain Snow Atlas pages, including the Home page and SAM Core Overview page. Priority: P2 Restoration Activity: Technical teams have engaged and are actively investigating the issue. Current analysis confirms the impact is limited to a small subset of customers in the Australia region. We are closely monitoring the environment and will provide further updates as additional information becomes available.

Our teams identified an issue affecting the database server and performed a restart, which successfully restored service. We will continue to investigate the underlying root cause to determine what led to the issue and identify any necessary preventative measures. Additional details and findings will be shared in a post-mortem report.

**Description:** Snow Atlas – APAC – Login Failures and HTTP 500 Errors **Timeframe:** May 28, 2026, 20:57 PDT to May 29, 2026, 03:32 PDT ‌ **Incident Summary** ‌ On Thursday, May 28, 2026, at 20:57 PDT, an incident was identified impacting a subset of Snow Atlas customers in the APAC production environment. Affected users were unable to access the platform or experienced degraded application functionality. This included HTTP 500 and 404 errors, as well as instances where pages loaded incompletely with no data before ultimately returning service unavailability messages. Technical teams engaged immediately and identified degraded performance within a core routing component responsible for handling traffic. As the issue progressed, backend services were unable to communicate reliably, leading to increased request failures and overall application instability for impacted tenants. Initial mitigation actions, including targeted service restarts, successfully restored access for affected customers. Teams continued to investigate the underlying cause while maintaining enhanced monitoring to validate platform stability. A subsequent controlled restart and recovery of the impacted routing services fully resolved the contention conditions. Following these actions, no further customer impact was observed. The platform remained stable throughout the monitoring period, and the incident was formally resolved after normal service operations were confirmed. ‌ **Root Cause** ‌ The incident was triggered by an automated infrastructure upgrade initiated by the cloud service provider. This upgrade resulted in a sequential restart of infrastructure nodes supporting the Snow Atlas platform, causing a large number of application services to restart within a compressed timeframe. During the recovery phase, a critical routing component responsible for service discovery and request routing became saturated due to the high volume of service registration activity. Consequently, routing information was intermittently unavailable to dependent services, leading to application errors, request failures, and overall service instability for a subset of APAC customers. Contributing Factors: * The provider-initiated infrastructure upgrade was unplanned from an application perspective and triggered a large-scale, simultaneous service restart across the environment. * The routing service had limited redundancy, increasing the potential for service disruption under certain conditions. * During recovery, the temporary unavailability of the routing service prevented dependent services from resolving required routes, resulting in HTTP 404 and HTTP 500 errors across multiple application functions. * Elevated recovery activity, combined with the lack of redundancy, amplified both the impact and duration of the incident. ‌ **Remediation Actions** ‌ The following remediation steps were implemented to restore service functionality: * Technical teams identified the affected routing component and performed targeted recovery actions to restore service. * Service restarts were completed to re-establish routing functionality and stabilize affected platform services. * A controlled restart procedure was executed to ensure clean recovery of the impacted components. * Enhanced monitoring was maintained throughout the recovery process to validate platform stability and detect any recurrence. * Root cause analysis was completed and corrective actions were implemented to address the underlying infrastructure and resiliency gaps. ‌ **Future Preventative Measures** ‌ * Controlled Infrastructure Maintenance - Automatic upgrades have been disabled for the affected environment. Future infrastructure upgrades will be performed through planned maintenance activities with appropriate scheduling, oversight, and validation. * Increased Service Redundancy - The routing service has been scaled up to run multiple replicas across separate infrastructure nodes. * Improved Platform Resiliency - Platform resiliency controls have been reviewed and enhanced to better handle large-scale service restart events and reduce the risk of service discovery or routing bottlenecks during recovery operations. * Enhanced Monitoring and Early Detection - Additional monitoring and alerting have been implemented to provide earlier visibility into service degradation and infrastructure events that could impact platform availability.

Incident Description: We are investigating an issue affecting third-party inventory imports in IT Asset Management. As a result, some customers may experience third-party inventory imports timing out, failing, or remaining in progress longer than expected. Priority: P2 Restoration Activity: Technical teams have identified that some third-party inventory uploads are not completing successfully after the import package is created. Teams are applying backend mitigation where available while continuing work to restore the standard upload flow. No customer action is required at this time.

Our teams have developed and deployed a fix to address the issue affecting data uploads in a test environment. Initial validation indicates improved upload success rates, and teams are currently performing comprehensive testing to verify end-to-end processing and data integrity before proceeding with a broader rollout. In parallel, the investigation into intermittent request-processing behavior remains ongoing. Teams are continuing to analyze system performance and stability to ensure the underlying issues are fully addressed . We will continue to monitor progress closely and provide additional updates as more information becomes available.

Our teams have completed additional validation of the fix in the test environment, including larger uploads and multiple import paths. Results continue to be positive, and teams are working through the next steps needed for a controlled production rollout. We are continuing to validate remaining scenarios and review upload-processing behavior to ensure the fix addresses the issue safely before broader deployment. We will provide another update as rollout planning and validation progress.

Teams have completed the production deployment of the fix and are monitoring upload behavior across impacted regions. Initial production results are positive, and larger third-party inventory uploads are now being received successfully. Teams are continuing to validate downstream processing to confirm imports complete as expected. We will provide another update once additional production validation is complete.

Post deployment of a corrective fix, initial observations are encouraging and indicate improved processing behavior following the change. Validation efforts are ongoing to confirm that affected workflows are completing successfully from end to end. Teams continue to closely monitor system performance and recovery progress to ensure the issue has been fully addressed. We will provide further updates as additional information becomes available.

Validation following the corrective fix continues to show positive results. Previously affected third-party inventory import workflows are now completing successfully, and teams continue to monitor processing behavior across impacted regions. We will continue monitoring through the weekend and provide updates as validation progresses.

Validation of the corrective fix continues to produce positive results. Previously impacted inventory import workflows are processing successfully, and teams are continuing to monitor performance and processing activity across affected regions to confirm sustained recovery. Monitoring activities will continue through the weekend to ensure stability and consistent processing. We will provide further updates as additional validation is completed.

Validation of the corrective fix has been successful, and previously impacted inventory import workflows are now processing normally. Our teams have continued to monitor performance and processing activity across affected regions over the weekend and have observed stable system behavior with no further signs of the issue. As a result, this issue is now considered resolved.

Incident Description: We are investigating an issue affecting batch job processing for Flexera One IT Asset Management in the North America region. As a result, customers may experience delays in the completion of scheduled or queued batch processing jobs. Priority: P2 Restoration Activity: Our technical team is actively working to restore expected batch processing levels. Recovery actions are underway to increase processing capacity, reduce the current queue, and improve batch job processing throughput. We will continue to monitor progress and provide updates as recovery work continues.

Our technical team is continuing recovery work to restore expected batch processing levels. Additional processing capacity has been added to help reduce the current queue, and the team is continuing to review how queued jobs are being distributed for processing to improve overall throughput. Recovery efforts remain in progress, and we will continue monitoring the environment while work continues.

Our technical team is continuing recovery work to restore expected batch processing levels. Cleanup activities have been completed to reduce the current queue, and processing throughput is now improving. The team is continuing to monitor progress while recovery efforts remain in progress.

Our technical team has added processing capacity to improve batch processing throughput and reduce the remaining backlog. Additional processing capacity remains in place and is helping queued work continue to process. Processing activity has improved, and the backlog is continuing to decrease. The team is keeping the incident in a monitoring state while the remaining queued work clears and will continue tracking throughput and queue levels to confirm full recovery.

Processing activity continues to improve, and backlog levels are steadily decreasing. Our teams remain in a monitoring phase while the remaining queued work is processed and are continuing to track processing rates and queue volumes to validate sustained recovery. We will provide further updates as more information becomes available.

Our technical team has confirmed that batch processing has recovered and is operating as expected. Earlier delays have been addressed, and queued work is now processing normally. We will keep monitoring the environment to ensure stability, and this incident is now resolved.

Incident Description: We experienced a service disruption affecting Snow Atlas access through snowsoftware.io in the West EU region. During this time, customers in the affected region may have been unable to access the service. Priority: P1 Impact Start Time: 6:11 AM PDT Impact End Time: 6:28 AM PDT Impact Duration: 17 minutes Restoration Activity: The service disruption has been resolved, and Snow Atlas access in the West EU region has been restored. We are continuing to monitor the environment to ensure sustained service stability. A formal root cause analysis will be conducted, and a post-mortem report containing the incident summary, root cause, future preventative measures, and other relevant details will be shared in the coming days.

Incident Description: We are currently investigating reports of Snow Atlas being inaccessible in the Australia region. The issue began following a scheduled maintenance window that extended beyond the planned downtime. Customers in the Australia region may be unable to access Snow Atlas at this time. Priority: P1 Restoration Activity: Our technical team is actively working to restore access and remediate the issue. We are continuing to monitor progress closely and will provide further updates as remediation efforts continue.

We are continuing to investigate the issue affecting Snow Atlas in the Australia region following the scheduled maintenance window that extended beyond the planned downtime. Initial reports indicated that Snow Atlas was unavailable; however, based on the latest update, customers can now access the Snow Atlas application in the Australia region and view existing data. At this time, customers may be unable to ingest new data or export data while remediation efforts continue. Ingestion and export requests are currently queuing and are expected to be processed once data ingestion is re-enabled. Our technical team is continuing work to restore full functionality, and we will provide further updates as progress is made.

Snow Atlas functionality in the Australia region has been restored. Customers can now access the Snow Atlas application, and data ingestion and export functionality are available again. The issue occurred after a scheduled maintenance window extended beyond the planned downtime. During the maintenance activity, some required deployment and configuration steps took longer than expected, which delayed the restoration of full service. We will continue to monitor the service to ensure continued stability. A full post-mortem report containing a detailed incident summary, root cause, and future preventative measures will be shared in the coming days.