Snow Atlas - Australia - Data Ingestion and Export Disruption

Update timeline

1. investigating Jun 02, 2026, 02:46 PM UTC

   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.

2. investigating Jun 02, 2026, 03:20 PM UTC

   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.

3. resolved Jun 02, 2026, 04:18 PM UTC

   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.

4. postmortem Jun 17, 2026, 06:22 AM UTC

   **Description:** Snow Atlas - Australia - Service Unavailable **Timeframe:** June 02, 2026, 5:30 AM PDT to June 02, 2026, 9:18 AM PDT ‌ **Incident Summary** ‌ On Tuesday, June 02, 2026, 5:30 AM PDT, A service disruption affected Snow Atlas customers in the Australia region following a scheduled maintenance activity. As part of a planned infrastructure maintenance activity, our teams performed a migration between Australia South East and Australia East. The maintenance was expected to be completed within the scheduled window; however, the activity extended beyond the planned duration due to unexpected delays encountered during execution. Throughout the issue, customers retained access to the Snow Atlas application and were able to view and browse existing data. The impact was limited to data ingestion and data export functionality. New ingestion requests and export requests were queued while maintenance activities remained in progress. During the maintenance execution, technical teams encountered delays related to deployment synchronization activities and infrastructure management tooling, which extended the overall duration of the migration. Once the migration was completed and services were re-enabled, queued ingestion and export requests resumed processing normally by 9:18 AM PDT. ‌ **Root Cause** ‌ The issue was caused by a scheduled infrastructure migration that exceeded its planned maintenance window. The migration required multiple coordinated deployment, configuration, and application management activities, each dependent on successful completion of the previous step. During execution, several deployment and synchronization operations took significantly longer than anticipated based on testing and pre-maintenance validation. These delays extended the maintenance activity beyond the expected timeframe, resulting in a longer-than-planned interruption to data ingestion and export services. Contributing Factors * The migration involved multiple interdependent deployment and configuration changes that required sequential execution. * Deployment synchronization activities experienced intermittent delays and required additional time to complete. * Certain deployment operations required manual intervention when synchronization did not complete as expected. * The duration of these activities was longer than observed during pre-production testing, resulting in an inaccurate estimate of the total maintenance execution time. ‌ **Remediation Actions** ‌ The following remediation steps were implemented to restore service functionality: * Technical teams completed the migration between Australia South East and Australia East. * Deployment and synchronization issues encountered during the migration were investigated and resolved. * Data ingestion services were re-enabled following successful completion of the migration activities. * Queued ingestion and export requests were allowed to process normally once services were restored. * The environment was closely monitored following restoration to verify platform stability and successful processing of queued requests. ‌ **Future Preventative Measures** * Improved Maintenance Planning - Future migration activities will be further segmented where possible to reduce the number of changes performed within a single maintenance window and improve execution predictability. * Enhanced Maintenance Duration Estimation - Maintenance planning processes will be updated to better account for deployment synchronization times, infrastructure dependencies, and potential manual intervention requirements when estimating maintenance windows. * Lessons Learned Review - The maintenance execution process and associated dependencies will be reviewed to identify additional opportunities to streamline migration activities, reduce operational complexity, and minimize the risk of maintenance overruns in future events.