Flexera One – IT Asset Management – EU – Service Unavailability Following Extended Maintenance

Update timeline

1. resolved Oct 24, 2025, 06:08 PM UTC

   Incident Description: The planned maintenance for IT Asset Management (ITAM) in the EU region exceeded its scheduled window, resulting in extended service disruption. As a result, customers may have been unable to access the ITAM application during this period. Priority: P1 Impact Start: October 23, 2025, 1:00 PM PDT Impact End: October 23, 2025, 5:24 PM PDT Impact Duration: 4 hours 24 minutes Restoration Activity: Maintenance activities were completed successfully, and access to IT Asset Management was restored. Services have been operating normally since the maintenance concluded.

2. postmortem Nov 06, 2025, 09:46 PM UTC

   **Description:** Flexera One – IT Asset Management – EU – Service Unavailability Following Extended Maintenance **Timeframe:** October 23, 2025, 1:00 PM PDT – October 23, 2025, 5:24 PM PDT **Incident Summary** On October 23, 2025, Flexera One – IT Asset Management \(ITAM\) in the EU region underwent scheduled platform maintenance as part of ongoing system optimization efforts. The activity exceeded its planned window at 1:00 PM PDT due to extended processing time required for internal cleanup operations. During this extended period, customers in the EU region were unable to access the IT Asset Management application. Once all maintenance tasks were completed, services were fully restored, and post-maintenance validations confirmed normal operation by 5:24 PM PDT. **Root Cause** The service disruption occurred when a scheduled maintenance activity exceeded its planned window due to extended processing time required for internal cleanup operations. During this period, external access to the IT Asset Management environment was temporarily restricted to complete the maintenance safely, resulting in temporary unavailability of the application for customers in the EU region. Once all maintenance operations were completed, access was restored and confirmed healthy through post-maintenance validation. **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 has been refined to separate tasks that can safely be performed outside of maintenance windows, helping to reduce duration and minimize the likelihood of future extensions. ‌ **Future Preventative Measures** Flexera has reviewed the maintenance process to ensure stronger control and predictability around future maintenance events. As part of this improvement: • Maintenance procedures are being further optimized to improve execution time. • Task durations within maintenance activities are being reviewed and better estimated to help schedule maintenance windows appropriately and minimize the risk of exceeding planned timeframes. • Teams will continue monitoring future maintenance cycles to confirm consistent performance and adherence to planned windows.