Snow Atlas - West Europe - Service Disruption

Update timeline

1. monitoring Jun 18, 2026, 03:33 PM UTC

   Incident Description: We experienced an issue affecting Snow Atlas in the West Europe region. During the incident window, customers may have experienced errors that prevented access to the platform and impacted functionality. Priority: P1 Restoration Activity: Service has been restored and is currently stable. Our technical teams are continuing to investigate a disruption affecting underlying dependent services in the region. Efforts are focused on ensuring stability and preventing recurrence. We will continue to monitor closely and provide updates as more information becomes available.

2. resolved Jun 18, 2026, 06:08 PM UTC

   The issue affecting Snow Atlas in the West Europe region has been resolved, and service is currently operating normally. Our technical teams have mitigated the underlying service instability and continue to monitor closely to ensure sustained stability. We will provide a detailed post-incident report outlining the root cause and preventative measures in the coming days.

3. postmortem Jul 07, 2026, 08:57 AM UTC

   **Description:** Snow Atlas - West Europe - Service Disruption **Timeframe:** June 18, 2026, 07:00 AM PDT to June 18, 2026, 08:23 AM PDT ‌ **Incident Summary** ‌ On Thursday, 18 June 2026 at 07:00 AM PDT, customers in the West Europe production region experienced a service disruption that affected access to Snow Atlas. During this service event, users encountered HTTP 504 timeout and HTTP 404 errors, which prevented access to the platform and impacted the use of Snow Atlas functionality. Upon detection, technical teams immediately initiated an investigation and identified the issue within a core platform component responsible for communication between backend services. The degradation disrupted service interactions, resulting in request failures and temporary service unavailability. The affected messaging components were restored, enabling dependent services to recover and normal platform operations to resume. Following recovery, extensive validation activities confirmed that service functionality had been fully restored. The environment remained stable under enhanced monitoring, no further customer impact was observed, and the service disruption was formally resolved. ‌ **Root Cause** ‌ The service disruption originated from an unexpected failure within a core platform component that facilitates communication between backend services. During the event, multiple messaging components became unavailable simultaneously, preventing critical communication between backend services responsible for processing customer requests. The degradation impaired the ability of dependent services to exchange and process requests, leading to timeouts and routing failures. As a result, customers in the affected region experienced difficulty accessing the Snow Atlas platform until service communications were restored and normal operations resumed. Contributing Factors * Multiple messaging service components became unavailable at the same time, reducing the platform's ability to process inter-service communication. * Service communication failures propagated across dependent platform components, resulting in HTTP 504 timeout and HTTP 404 errors. * The issue affected the shared messaging infrastructure supporting the West Europe production environment, resulting in widespread customer impact within the region. ‌ **Remediation Actions** ‌ * Technical teams identified the affected messaging infrastructure components and restored normal service operation. * Dependent platform services recovered automatically as messaging functionality was re-established. * Service functionality was validated following recovery to confirm successful customer access. * Enhanced monitoring was maintained after restoration to verify continued platform stability. ‌ **Future Preventative Measures** ‌ * Problem Management Review – A comprehensive review is underway to further validate the root cause and identify long-term corrective actions to prevent recurrence. * Platform Resiliency Enhancements – Opportunities to strengthen the resiliency of the platform's messaging infrastructure will be evaluated to reduce the impact of component-level failures on service availability. * Monitoring and Detection Improvements – Monitoring and alerting capabilities for critical platform components will be enhanced to enable earlier identification of degradation and accelerate response and recovery efforts.