Snow Atlas - West EU - Service Disruption

Update timeline

1. resolved Jun 03, 2026, 02:49 PM UTC

   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.

2. postmortem Jun 16, 2026, 08:36 AM UTC

   **Description:** Snow Atlas - West EU - Service Disruption **Timeframe:** June 3, 2026, 06:33 AM PDT to June 3, 2026, 07:28 AM PDT ‌ **Incident Summary** ‌ On Wednesday, June 3, 2026 at 06:33 AM PDT, customers in the West EU production environment experienced a service disruption that prevented access to Snow Atlas through snowsoftware.io. Affected users were unable to log in to the platform and, in some cases, encountered service availability errors during authentication attempts. Upon investigation, our teams determined that a critical identity and authentication service within the West EU environment became unavailable during infrastructure maintenance activities being performed in a separate region. As a result, authentication requests could not be processed successfully, preventing customers from accessing the platform. Once the issue was identified, the affected service was promptly restored, and normal authentication functionality resumed. Following restoration, technical teams conducted validation activities and continued enhanced monitoring to confirm platform stability and verify that customer access had been fully restored. ‌ **Root Cause** The issue was caused by an operational error during planned maintenance activities. While performing maintenance preparations in a separate production region, an action intended for that environment was inadvertently executed against the West EU environment. This resulted in a critical identity and authentication service being unintentionally scaled down, causing authentication failures and preventing customer access to Snow Atlas. ‌ **Contributing Factors** ‌ * A delay in updating the active management session resulted in commands being executed against the unintended environment. * The affected authentication service represented a critical dependency for customer login and platform access. * Existing monitoring and alerting did not provide timely notification to the responsible engineering team when the authentication service became unavailable, extending the time required to identify and remediate the issue. ‌ **Remediation Actions** ‌ The following remediation steps were implemented to restore service functionality: * The affected authentication service was restored, re-establishing customer access to the platform. * Technical teams validated service functionality and confirmed successful customer authentication following recovery. * Engineering teams reviewed maintenance procedures and execution logs to identify the sequence of events that led to the incident. * Monitoring was maintained following restoration to verify continued platform stability and service availability. ‌ **Future Preventative Measures** * Enhanced Change Controls - Maintenance procedures will be updated to include additional safeguards and verification steps before executing operational actions across production environments. * Strengthened Monitoring and Alerting - Monitoring and alerting coverage for critical authentication services will be enhanced to ensure responsible teams receive immediate notification of service degradation or outages. * Operational Process Improvements - The lessons learned from this incident have been incorporated into our maintenance and change management practices. These improvements will further strengthen operational controls, reduce the likelihood of similar events, and improve our ability to detect and respond to service disruptions.