Flexera One – IT Asset Management – North America – Service Disruption

Update timeline

1. identified Nov 06, 2025, 04:04 AM UTC

   Incident Description: We have encountered an issue affecting the IT Asset Management platform in the North America region during a maintenance activity. As a result, the issue has extended beyond the scheduled window, and customers may experience errors or intermittent unavailability while accessing the application. Priority: P1 Restoration Activity: Our teams are actively investigating unexpected errors identified in the database following the maintenance activity. We are working to contain the impact and restore full functionality as quickly as possible. We will continue to provide updates as we progress with the investigation.

2. identified Nov 06, 2025, 04:56 AM UTC

   Our teams continue to work on recovery efforts. The current focus remains on completing a database process that is taking longer than expected following the recent maintenance activity. The situation remains largely unchanged since the last update, and the technical teams continue to review performance and explore options to expedite completion.

3. identified Nov 06, 2025, 06:00 AM UTC

   Our teams have made progress since the last update. The database process that was taking longer than expected has advanced, and efforts are now focused on completing the remaining steps required for recovery. Verification will follow to confirm full restoration of access once these operations are complete.

4. identified Nov 06, 2025, 06:51 AM UTC

   The final stage of the database work related to the maintenance activity has completed. Teams are now restoring services and performing validation to confirm recovery and ensure normal access is fully restored. We will share the next update once validation is complete.

5. resolved Nov 06, 2025, 07:23 AM UTC

   Access to the platform has been fully restored. Some background inventory and beacon processes are still completing post-recovery operations but are expected to finish normally. All customer-facing functionality is now available, and the incident is considered resolved.

6. postmortem Nov 19, 2025, 02:46 AM UTC

   **Description:** Flexera One – IT Asset Management – NA – Service Unavailability Following Extended Maintenance **Timeframe:** November 5, 2025, 8:00 PM PST – November 5, 2025, 10:55 PM PST **Incident Summary** On November 5, 2025, Flexera One – IT Asset Management \(ITAM\) in the North America region underwent scheduled maintenance as part of ongoing platform maintenance activities. The maintenance window was planned to conclude by 8:00 PM PST. The activity exceeded the scheduled window due to longer-than-expected processing time required for database-related cleanup operations. As a result, customers in the NA region were temporarily unable to access the ITAM application between 8:00 PM PST and 10:55 PM PST. All maintenance tasks were completed successfully, and access to the ITAM application was fully restored following validation at 10:55 PM PST. **Root Cause** The service disruption occurred because a scheduled maintenance activity in the North America region required additional time to complete an internal cleanup operation. One of the database operations took significantly longer than expected, which prevented the maintenance from completing within the planned window. During this period, external access to the IT Asset Management application remained temporarily disabled until the cleanup process finished, resulting in limited availability for customers in the region. Once the activity was completed, access to the application was restored and confirmed healthy. **Remediation Actions** 1. Service Restoration: All maintenance activities were completed successfully, and access to the IT Asset Management application was restored following validation checks. 2. Process Optimization: The maintenance workflow is being refined to separate certain tasks that can safely be performed outside of maintenance windows, helping to reduce duration and minimize the likelihood of future extensions. **Future Preventative Measures** Following this incident, a full retrospective review was completed with the teams involved to identify opportunities for improvement in both process design and maintenance planning. The review focused on execution timing, task sequencing, and improving predictability during planned maintenance activities. As a result, Flexera is implementing additional measures to strengthen maintenance control and prevent recurrence, including: • Refining internal workflows so that each task is clearly defined and time-bounded before execution. • Reviewing task durations within maintenance activities to help plan maintenance windows more accurately and minimize the risk of exceeding scheduled timeframes. • Continuing to monitor future maintenance cycles to confirm consistent performance and adherence to approved windows.