Flexera Outage History

Started Nov 13, 2025, 10:20 AM UTC· resolved Nov 13, 2025, 12:25 PM UTC

1. investigating Nov 13, 2025, 10:20 AM UTC

   Incident Description: Our teams are currently investigating an issue affecting a subset of Flexera One users in the APAC region, resulting in degraded RBAC(Role-Based Access Control) functionality. Impacted non-admin users are missing several product functionalities due to missing privileges, and administrators were initially unable to create new organizations. Priority: P2 Restoration Activity: Our teams have identified a database-related issue as the underlying cause. They are actively working to restore the appropriate access privileges for all affected users. The ability for administrators to create new organizations has already been fully restored. We will share further updates as they become available.

2. monitoring Nov 13, 2025, 12:08 PM UTC

   Our teams have restored the database, which should fully recover all functionality. We are continuing to monitor the environment to ensure stability and to check for any residual issues.

3. resolved Nov 13, 2025, 12:25 PM UTC

   Our teams have completed all validations and have not identified any further issues. We will continue to further investigate the root cause and will publish our findings in a post-mortem report once available.

4. postmortem Nov 26, 2025, 04:03 PM UTC

   **Description:** Flexera One – APAC – Degraded product functionality **Timeframe:** November 12, 2025, 11:29 PM PST to November 13, 2025, 3:23 AM PST ‌ **Incident Summary** ‌ On Wednesday, November 12, 2025, at 11:29 PM PST, our teams identified issues impacting a segment of Flexera One users in the APAC region. This incident resulted in degraded Role-Based Access Control \(RBAC\) functionality, leaving non-admin users without essential product features due to insufficient access privileges. Additionally, administrators faced challenges in creating new organizations within the platform. The investigation revealed that errors arose following a recent production deployment in the APAC environment on November 10. While the deployment had successfully passed staging validation, unforeseen issues emerged post-release in production. During the investigation, certain diagnostic commands were executed that inadvertently removed database components responsible for storing RBAC privileges, further affecting access for users. By November 13, 2025, at 2:58 AM PST, our teams successfully restored the missing database components necessary for administrators to create new organizations. The complete recovery of the database was achieved by 3:23 AM PST, fully reinstating all RBAC functionalities for the affected users. ‌ **Root Cause** The incident was caused by privilege removal in the database during post-deployment investigation. While the deployment itself did not surface issues in staging, unexpected behavior arose in production. During troubleshooting, the team executed commands intended for analysis, which mistakenly resulted in the deletion of privilege configurations, causing missing RBAC access for non-admin users and temporarily blocking organization creation for administrators. ‌ **Remediation Actions** · **Restore Admin Capabilities:** Reinstated administrator ability to create new organizations by 2:58 AM PST. · **Database Recovery:** Fully restored RBAC privilege data and database functions by 3:23 AM PST. · **Functional Verification:** Validated access restoration across all impacted users and confirmed full service recovery. · **Impact Closure Review:** Completed review to ensure no further degradation or user impact remains. ‌ **Future Preventative Measures** · **Pre-Execution Safety Controls:** Review existing documentation and approval steps before execution of impactful DB/privilege commands in production environments. · **Expanded Deployment Testing:** Increase test coverage for RBAC permission behaviour and include production-like validation checks. · **Access-Sensitive Command Safeguards:** Restrict execution of high-impact database statements behind protected access layers and peer approvals.

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Started Nov 06, 2025, 04:04 AM UTC· resolved Nov 06, 2025, 07:23 AM UTC

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.

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Started Nov 04, 2025, 08:49 PM UTC· resolved Nov 05, 2025, 12:13 AM UTC

1. investigating Nov 04, 2025, 08:49 PM UTC

   Incident Description: We are currently investigating an issue affecting Flexera One – IT Visibility (ITV) and Cloud License Management (CLM) dashboards. Customers across all regions may experience errors or inability to access dashboards and reports. Priority: P1 Restoration Activity: Our technical teams are actively investigating the issue to determine the cause and restore functionality as soon as possible. Further updates will be provided as more information becomes available.

2. investigating Nov 04, 2025, 08:56 PM UTC

   Our technical teams are performing detailed analysis of the reporting layer and related data connections to identify the cause of the disruption. We are actively working toward restoration and will provide further updates as progress continues.

3. investigating Nov 04, 2025, 10:05 PM UTC

   Analysis of the reporting components and data connections is ongoing to pinpoint the source of the disruption. Some improvement has been observed, though access remains limited in certain regions. Work toward full restoration continues, and we will provide further updates as more information becomes available.

4. identified Nov 04, 2025, 10:48 PM UTC

   Dashboards in NAM and APAC are now stable and fully accessible following recovery efforts. Work continues to restore access in EU, where dashboards may remain unavailable. Our teams are monitoring progress closely and will provide another update once recovery in EU is confirmed.

5. monitoring Nov 04, 2025, 11:24 PM UTC

   Dashboards are now accessible in EU, and all regions (NAM, EU, and APAC) are restored. Our teams are monitoring the environment to ensure continued stability and will close this incident once verification is complete.

6. resolved Nov 05, 2025, 12:13 AM UTC

   All dashboards are now fully accessible across all regions, and our teams have confirmed normal operation. The issue was caused by an internal service responsible for managing dashboard authentication not functioning as expected, which led to temporary loss of access across regions. The service has been corrected, and access has been fully restored. A full retrospective will be conducted in the coming days to review the incident and implement long-term preventive measures.

7. postmortem Nov 20, 2025, 05:21 AM UTC

   **Description:** Flexera One – IT Visibility – All Regions – Dashboards Unavailable **Timeframe:** November 4, 2025, 12:40 PM PST to November 4, 2025, 3:18 PM PST **Incident Summary** ‌ On Tuesday, November 4, 2025, at 12:40 PM PST, customers encountered an issue that impacted dashboards and reporting capabilities within Flexera One – IT Visibility \(ITV\) and Cloud License Management \(CLM\) across all regions. During this period, users were unable to access dashboards and reports. In response, our technical teams promptly launched an investigation and identified that the outage stemmed from an internal service responsible for managing dashboard authentication. This service failed to recognize expired credentials and did not initiate the generation of new ones, leading to failures that hindered the loading of dashboards and reports. To restore functionality, engineering teams manually triggered dataset refresh in the impacted areas. By 3:18 PM PST, the affected service was fully restored, and access to dashboards and reporting features was confirmed to be operating normally. ‌ **Root Cause** The incident was caused by a failure in the system responsible for managing user access credentials for dashboard services. The system did not accurately detect when credentials had expired and did not generate replacements on time. As a result, expired credentials remained in use, preventing users from accessing dashboards and reports across all regions. Further analysis showed that the issue stemmed from a timing misalignment in the credential storage and renewal process. This created a temporary gap in which no valid credentials were available, leading to authentication failures and a service interruption. ‌ **Remediation Actions** · Technical teams identified and corrected the credential expiry detection issue within the authentication management service. · Manual dataset refreshes were initiated to accelerate restoration of dashboard access: · 2:18 PM PST: Manual dataset refresh triggered in the North America \(NAM\) region. · 2:34 PM PST: Manual dataset refresh triggered in the Asia-Pacific \(APAC\) region. · The authentication service was restarted and validated to ensure proper credentials renewal behavior. By 3:18 PM PST, dashboard and reporting access was fully restored across all impacted regions ‌ **Future Preventative Measures** · **Enhance Credentials Expiry Handling:** Improve credentials expiry detection and renewal logic to prevent similar failures caused by caching or timing misalignment. · **Automated Credentials Renewal Monitoring:** Review and improve monitoring and alerting for credentials lifecycle failures to enable rapid intervention. · **Code update and monitoring:** Deploy the updated code and monitor closely during the next scheduled renewal to confirm sustained stability.

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Started Oct 29, 2025, 05:04 PM UTC· resolved Oct 30, 2025, 12:38 AM UTC

1. identified Oct 29, 2025, 05:04 PM UTC

   Incident Description: We are currently experiencing an issue affecting access to the Snow Software portal (https://www.snowsoftware.io/). Customers may be unable to sign in or use related services at this time. Initial findings indicate that the disruption originates from the service provider’s end. Priority: P1 Restoration Activity: Our service provider hosting the Snow Software portal has confirmed an ongoing issue impacting access. Their teams are implementing mitigation measures while continuing to investigate the root cause. We are closely monitoring progress and will share further updates as they become available.

2. identified Oct 29, 2025, 05:04 PM UTC

   The disruption stemmed from an issue within the service provider’s global delivery network, which impacted connectivity to the hosted portal services. This led to intermittent access failures and unavailability for some users. The provider is actively implementing failover and recovery measures across its infrastructure to restore normal operations.

3. identified Oct 29, 2025, 06:36 PM UTC

   Our service provider has confirmed that rollback and recovery activities are in progress to address the connectivity issue. Access to the Snow Software portal remains unavailable at this time. We are continuing to monitor the situation closely and will share further updates as restoration efforts advance.

4. identified Oct 29, 2025, 07:40 PM UTC

   Our service provider has completed the rollback to a stable configuration and is actively restoring connectivity through healthy network nodes. Early signs of recovery have been observed; however, access to the Snow Software portal remains unavailable for most users. Based on their latest update, full restoration is expected by 4:20 PM PDT, and we are continuing to monitor the situation closely. Further updates will be provided as progress continues.

5. monitoring Oct 29, 2025, 08:36 PM UTC

   The Snow Software portal (https://www.snowsoftware.io/) is now accessible across all regions. Customers should be able to log in and access their environments without further issues. We will continue to monitor the situation until the service provider officially declares complete restoration. As of now, services are stable, and no further issues have been observed. We will provide a final update once the service provider confirms full recovery.

6. resolved Oct 30, 2025, 12:38 AM UTC

   The service provider has confirmed that their incident has been fully resolved. All Snow Software services across all production regions have remained stable throughout the extended monitoring phase. This incident is now considered resolved.

7. postmortem Nov 11, 2025, 10:11 AM UTC

   **Description:** Snow Atlas - All Regions - Service Unavailability **Timeframe:** October 29, 2025, 8:45 AM PST, to October 29, 2025, 1:25 PM PST ‌ **Incident Summary** On Wednesday, October 29, 2025, at 8:45 AM PST, Snow Atlas experienced a service disruption affecting access to the Snow Atlas portal \([https://www.snowsoftware.io/](https://www.snowsoftware.io/)\) and related services. During this period, customers were unable to log in or use associated functions. Initial investigation indicated that the issue originated from an outage within our cloud service provider’s global delivery network, which affected multiple customers across different hosted environments. The disruption was traced to a fault within the cloud service provider’s traffic management and content delivery component, which Snow Atlas uses to route and distribute portal traffic globally. The cloud service provider later confirmed that an inadvertent configuration change within this component caused widespread routing failures, leading to loss of availability across several hosted portals. As part of their mitigation, the provider blocked all further configuration changes and initiated a rollback to the last known good configuration state. As a restorative measure, the service provider completed redeployment of the stable configuration and began restoring healthy routing paths. Our teams confirmed that all environments were fully accessible and functioning as expected. Normal login and service operations were verified across all four production regions — America, Australia, Europe, and UK South by 1:25 PM PST. ‌ **Root Cause** The incident was caused by an inadvertent configuration change within the cloud service provider’s traffic management and content delivery system. This change disrupted global routing tables, resulting in connectivity failures for portals utilizing the affected delivery nodes. Since Snow front-end services rely on this external traffic management component for request routing and global distribution, the configuration fault led to loss of access across all customer-facing portals. ‌ **Remediation Actions** · The cloud service provider identified the erroneous configuration change within the affected delivery network component. · The service provider temporarily blocked all new configuration changes to prevent further propagation of the fault. · A rollback to the last known good configuration was initiated and deployed by 10:35 AM PST. · Healthy nodes and routing paths were gradually restored, and network traffic was rerouted through stable routes. · Our teams continuously monitored service health and validated progress until portal accessibility was fully restored. · At 10:35 AM PST, the service provider completed redeployment of the stable configuration and began restoring healthy routing paths. · Our teams verified successful logins and stable operations across all production regions. Post extended monitoring for stability, the issue was declared as resolved by 1:25 PM PST. ‌ **Future Preventative Measures** · **Provider Coordination:** Maintain close collaboration with the cloud service provider to ensure prompt updates and detailed post-incident reports for external outages. · **Post-Incident Follow-up:** Review the provider’s post-incident summary to understand the corrective measures implemented to prevent similar configuration issues in the future.

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Started Oct 28, 2025, 04:57 AM UTC· resolved Oct 28, 2025, 07:45 AM UTC

1. investigating Oct 28, 2025, 04:57 AM UTC

   Issue Description: We are currently investigating an issue affecting Self Service, CWF, and CM on Shards 3 and 4 within the Cloud Management Platform in the North America (NAM) region. Following the completion of scheduled maintenance, our teams observed performance degradation and slowness in these services during post-maintenance monitoring. Priority: P2 Restoration Activity: Our technical teams are actively engaged and investigating the issue. We are exploring potential solutions to restore functionality as quickly as possible and will provide further updates as they become available.

2. monitoring Oct 28, 2025, 05:36 AM UTC

   A fix has been implemented, and our teams are observing improvement in service performance. We are currently performing additional validations to ensure the issue is fully resolved and services are operating as expected. Further updates will be shared once validation is complete.

3. resolved Oct 28, 2025, 07:45 AM UTC

   The issue affecting the impacted services has been fully resolved. Our teams have completed all validations successfully and confirmed that Self Service, CWF, and CM on Shards 3 and 4 have returned to normal operation.

4. postmortem Nov 11, 2025, 08:40 PM UTC

   **Description:** Cloud Management Platform - NAM - Self-Service , CWF, and CM Shard 3 & 4 - Performance Degradation **Timeframe:** October 27, 2025, 9:30 PM PST to October 27, 2025, 11:38 PM PST ‌ **Incident Summary** On Monday, October 27, 2025, at 9:30 PM PST, our teams identified performance degradation affecting the Self Service, CWF, and Cloud Management \(CM\) functionalities on Shard 3 and Shard 4 of the Cloud Management Platform in the North America region. This issue arose following a scheduled maintenance activity, during which the database infrastructure was downgraded to a lower instance type as part of our strategy. During the post-maintenance validation, the teams observed a slowdown across the CMP platform, resulting in some operations taking longer than anticipated to complete. Consequently, customers in the NAM region may have experienced reduced performance or delays while using Self Service, CWF, and CM functionalities. To address the degradation, we scaled up the database infrastructure to a higher resource configuration, which successfully restored normal performance on Shards 3 and 4 by 10:00 PM PST. We continued to monitor the situation closely, and by 11:38 PM PST, all affected functionalities, including Self Service, CWF, and CM, were confirmed to be fully restored and operating normally. ‌ ‌ **Root Cause** During the scheduled maintenance, the database infrastructure supporting Shard 3 and Shard 4 was downgraded to a lower instance type. This change was based on successful validation performed in the staging environment using the same configuration. However, the production environment necessitated greater computational resources due to a surge in workload and concurrent user activity. Consequently, the lower instance type proved inadequate for the demands of the production environment, resulting in elevated resource utilization, database latency, and overall performance degradation on the CMP platform. ‌ **Remediation Actions** · Our teams initiated an investigation immediately upon detection of performance degradation. Database performance metrics were analyzed, revealing resource contention and high latency. · The database instances were scaled up to a higher resource configuration to restore normal performance levels. · Continuous post-restoration monitoring was carried out to ensure stability and validate recovery across all impacted functionalities. ‌ **Future Preventative Measures** · **Enhanced Pre-Production Testing-** Conduct comprehensive load and performance testing in pre-production environments that accurately replicate production-scale workloads before implementing infrastructure changes. · **Extended Maintenance Windows-** Plan for larger maintenance windows for infrastructure-level changes to ensure sufficient time for post-maintenance validation and rollback, if necessary.

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Started Oct 24, 2025, 06:08 PM UTC· resolved Oct 24, 2025, 06:08 PM UTC

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.

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Started Oct 21, 2025, 03:31 PM UTC· resolved Oct 21, 2025, 06:19 PM UTC

1. investigating Oct 21, 2025, 03:31 PM UTC

   Incident Description: We have identified a service disruption affecting the IT Visibility (ITV) and Cloud License Management (CLM) platforms in the NAM region. Customers may experience significant slowness when attempting to load Power BI reports. This issue has been traced to a service provider degradation currently impacting U.S. regions. Priority: P2 Restoration Activity: Our technical teams are closely monitoring the situation and working with the service provider to track resolution progress. We will continue to provide updates as more information becomes available.

2. investigating Oct 21, 2025, 05:27 PM UTC

   Power BI performance in NAM continues to show gradual improvement, though it hasn’t fully stabilized yet. Our teams will continue to monitor and validate periodically to ensure sustained recovery. We are also closely tracking service provider updates for any new developments.

3. resolved Oct 21, 2025, 06:19 PM UTC

   Power BI report performance for IT Visibility and Cloud License Management in the NAM region has stabilized. Our monitoring confirms that reports are loading as expected, and no further issues have been observed. The degradation was linked to a service provider issue that impacted Power BI report performance in the region. All services are now operating normally, and we will continue to monitor closely to ensure ongoing stability.

4. postmortem Nov 03, 2025, 09:51 PM UTC

   **Description:** Flexera One – Cloud License Management and IT Visibility – Performance Degradation Caused by Upstream Service Provider Disruption **Timeframe:** October 21, 2025, 5:49 AM PDT – 11:00 AM PDT **Incident Summary** On October 21, 2025, at approximately 5:49 AM PDT, Flexera’s monitoring systems and internal teams detected performance degradation affecting Power BI reports for IT Visibility and Cloud License Management in the North America region. During this time, customers may have experienced slow loading or delayed rendering of reports. No impact was observed in the EU or APAC regions. The issue was correlated with an active service disruption at the upstream service provider that impacted Power BI across U.S. regions. Flexera’s teams immediately began investigation and validation to confirm the scope of impact. As the upstream provider began recovery efforts, performance gradually improved, and all Flexera services were confirmed stable by 11:00 AM PDT. Post-recovery validation confirmed that report performance and data processing had returned to normal and remained consistent during the extended monitoring period. **Root Cause** The degradation was caused by a regional outage within the upstream reporting service that temporarily impaired Power BI performance across U.S. regions. The issue led to significant delays in report rendering and slow data refresh cycles for ITV and CLM customers hosted in North America. As the provider completed recovery actions and restored normal service levels, report performance returned to expected levels across all affected tenants. **Remediation Actions** While the root cause originated outside Flexera’s environment, multiple teams remained fully engaged throughout the duration of the event to ensure ongoing visibility, timely validation, and clear communication with stakeholders. The following actions were taken: 1. Event Detected and Response Initiated: Flexera’s monitoring and product teams identified the performance degradation and initiated investigation under the Major Incident process. 2. Impact Assessment: Engineering and analytics teams reviewed affected Power BI tenants to confirm scope and validate dependencies. 3. Cross-Team Coordination: Platform and product teams maintained active communication to monitor performance behavior, confirm trends, and align recovery updates. 4. Provider Monitoring: Flexera tracked recovery updates and performance indicators from the upstream reporting service to correlate internal improvements with external stabilization. 5. Customer Communication: Flexera closely tracked the service provider’s recovery progress, verifying each stage internally and communicating status updates as recovery milestones were confirmed. 6. Post-Recovery Validation: Following restoration, Flexera conducted extended verification to confirm report performance and ensure no residual delays across ITV and CLM environments. **Future Preventative Measures** Flexera’s technical teams mobilized immediately, promptly detected the issue, and investigated its impact. Services were restored as soon as the hosting provider’s platform recovered. Throughout this process, a thorough analysis was conducted to fully understand the scope and behavior of the incident. Post-Incident Review: A detailed post-mortem report has been obtained, and its findings will be incorporated into Flexera’s incident response processes to strengthen resilience against similar provider-related issues.

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Started Oct 20, 2025, 09:45 AM UTC· resolved Oct 21, 2025, 12:58 AM UTC

1. monitoring Oct 20, 2025, 09:45 AM UTC

   We experienced a widespread outage impacting Flexera One (including IT Visibility, IT Asset Management, SaaS Manager, other applications, and related services). Customers across all regions may have been unable to log in or access functionality during this period. Spot services also experienced impact, and potentially other SaaS products may have been affected. This outage was caused by a major service provider disruption affecting multiple services globally. Priority: P1 Restoration Activity: Flexera One services have now been restored. Our technical teams are continuing validations across all regions and are actively monitoring the environment to ensure full recovery.

2. monitoring Oct 20, 2025, 10:27 AM UTC

   Services are coming back online and functionality has been restored across Flexera One products. Customers should now be able to log in and access core features normally. Spot services were also impacted during the outage and remain in a degraded state. Our teams are continuing to work on validations and are monitoring closely until full recovery is confirmed.

3. monitoring Oct 20, 2025, 10:27 AM UTC

   Flexera One services have been restored, and customers should now be able to log in and access product functionality across regions. Spot services remain degraded, and our teams are continuing to monitor recovery efforts closely. We will share further updates as confirmations are received.

4. monitoring Oct 20, 2025, 01:45 PM UTC

   Flexera One services continue to operate normally, with no further issues observed. Customers should be able to log in and access functionality across all regions. Spot services are still impacted, with newly launched instances unable to progress beyond a pending state. Our teams are continuing to collaborate closely with our service provider to address this issue. Full validations will be performed as soon as recovery is confirmed.

5. monitoring Oct 20, 2025, 04:48 PM UTC

   Spot services are still affected due to restrictions at our service provider. To stabilize their environment during recovery, new instance launches are being limited, which may result in instances remaining in a pending state. Our teams are monitoring closely and will perform full validations once recovery is confirmed. Additional updates will be shared as progress continues.

6. monitoring Oct 20, 2025, 05:14 PM UTC

   Spot services remain affected due to limitations at our service provider, which are preventing new instances from launching. Our teams are monitoring closely and will validate recovery as it progresses. Cloud Cost Optimization (CCO) services in North America are also experiencing partial impact. Specific functions that rely on cost data may load more slowly or be unavailable, while other areas remain accessible. Our teams are actively engaged and will provide updates as recovery continues.

7. monitoring Oct 20, 2025, 07:22 PM UTC

   Our teams are continuing to monitor the situation closely. The following remain impacted due to the ongoing service provider issue: • Spot – New instance launches are limited, which may result in pending states and delays. • Cloud Cost Optimization (CCO) – North America functions that rely on cost data are degraded, while other areas remain accessible. • CloudCheckr – US region is experiencing degraded performance. We are actively monitoring these services and will provide updates as recovery progresses.

8. monitoring Oct 21, 2025, 12:10 AM UTC

   Our service provider has confirmed resolution of the outage, and we have verified restoration of impacted Flexera applications with most services now stable. . Cloud Cost Optimization (CCO) – Service confirmed restored in North America and operating normally. . CloudCheckr – Service confirmed restored in the US region. Some customers may observe minor delays while the provider clears backlog processing, but overall services have stabilized. . Spot – Recovery validation remains in progress. Teams are monitoring closely to confirm full restoration. . All Other Applications and Services – Including ITAM, ITV, and SaaS Manager, were confirmed restored earlier today and remain healthy. We will provide a final confirmation once all services are fully validated.

9. resolved Oct 21, 2025, 12:58 AM UTC

   Following confirmation from our service provider that the underlying issue has been resolved, our technical teams have validated that all Flexera applications and services are restored. . Spot – Service has been fully restored and is operating normally. . Cloud Cost Optimization (CCO) – Functionality has been confirmed restored in NA. . CloudCheckr – Service in the US region has been restored. Some backlog may still be observed, but overall functionality has stabilized. . All Other Applications and Services – Including ITAM (NA), ITV (NA and APAC), and SaaS Manager (NA), were restored earlier today and remain healthy. We will continue monitoring closely. A full post-mortem report will be shared in the coming days, capturing the complete scope and timeline of impact. We are also working closely with our service provider and will address any concerns if identified.

10. postmortem Oct 31, 2025, 10:04 PM UTC

    **Description:** Flexera One & Other Flexera SaaS Applications – NA – Service Disruption Caused by Upstream Provider Outage **Timeframe:** * **Initial impact window – Flexera One service unavailability** \(Cloud Cost Optimization, Cloud License Management, IT Asset Management, IT Visibility, SaaS Manager\): October 20, 12:03 AM – 2:35 AM PDT * **Partial service degradation and delayed processing** \(CloudCheckr, Cloud Cost Optimization, Spot Platform\): October 20, 12:03 AM – 2:20 PM PDT **Incident Summary** On October 20, 2025, at approximately 12:03 AM PDT, Flexera’s monitoring systems detected a widespread service degradation affecting multiple Flexera One and other SaaS applications. During this period, customers may have experienced intermittent login failures, delayed data processing, or temporary unavailability across certain workflows. The disruption was linked to a major outage at an underlying cloud service provider that affected multiple global customers and services. Core systems responsible for compute provisioning, authentication, and network traffic routing were degraded, impacting several Flexera applications hosted or dependent on that environment. As a result, Flexera One applications including Cloud Cost Optimization \(CCO\), Cloud License Management \(CLM\), IT Asset Management \(ITAM\), IT Visibility \(ITV\), and SaaS Manager experienced temporary service unavailability during the early hours of the incident. Additional application services that relied on extended dependencies, such as CCO, CloudCheckr, and Spot Platform, continued to experience partial impact with degraded performance and delayed processing as the service provider completed its recovery process. Throughout the event, Flexera’s technical and incident management teams continuously monitored the situation, validated system behavior, and coordinated across product, platform, and support teams to ensure consistent visibility and recovery validation. By 2:20 PM PDT, the service provider had completed full recovery, after which Flexera performed extended monitoring and comprehensive post-recovery checks to confirm that all applications were operating normally with no residual impact. **Root Cause** The disruption was caused by a large-scale service failure within the infrastructure of a third-party cloud provider supporting several Flexera applications. This event disrupted authentication and traffic management processes, resulting in temporary unavailability across multiple Flexera services. As the underlying environment was restored, service functionality across impacted Flexera applications progressively returned to normal. **Remediation Actions** While the root cause originated outside Flexera’s environment, multiple teams remained fully engaged throughout the duration of the event to ensure coordinated response, timely stakeholder updates, and rapid recovery. During the early recovery phase, external customer communications were temporarily impacted due to an outage affecting Flexera’s StatusPage. Internal coordination channels remained active, and updates were prepared in advance to ensure that once StatusPage was restored, customers would promptly receive accurate information on service recovery and validation activities. The following actions were taken: 1. Event Detected and Response Initiated: Internal monitoring systems identified the service degradation, and response teams were immediately engaged under Flexera’s Major Incident framework. 2. Impact Assessment: Engineering and product teams analyzed affected applications, validated interdependencies, and identified potential customer impact. 3. Cross-Team Coordination: Technical, platform, and support teams maintained continuous communication to validate recovery progress and ensure consistent alignment across all product areas. 4. Progress Monitoring: As restoration progressed at the infrastructure level, teams performed iterative validation to confirm application stability and accessibility. 5. Customer Communication: Flexera closely tracked the service provider’s recovery progress, verifying each stage internally and communicating status updates as recovery milestones were confirmed. 6. Post-Recovery Validation: Following full restoration, Flexera conducted extended testing and monitoring to confirm application health and verify that all systems were operating normally. **Future Preventative Measures** Flexera treats every incident, including third-party outages of this scale, with the highest level of priority and accountability. Following this event, a detailed internal retrospective was completed, and the service provider’s published post-incident summary was thoroughly reviewed to identify lessons learned and opportunities for improvement. As part of ongoing service reliability improvements, the following initiatives are underway: 1. Enhanced Communication Resilience o Revisiting existing documentation to define clear contingency steps for customer updates during third-party outages. o Establishing alternate communication channels, such as the Flexera Community, to ensure customers remain informed if primary platforms are unavailable. o Collaborating with customer-facing teams, including Support and Customer Success, to explore additional mechanisms that enable timely and proactive outreach during widespread service disruptions. 2. Operational Readiness and Industry Alignment o Conducting regular reviews of industry standards and best practices for managing cloud dependencies and maintaining communication continuity. o Expanding observability across provider-dependent components to accelerate detection and improve early impact assessment.

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Started Oct 15, 2025, 12:11 PM UTC· resolved Oct 15, 2025, 02:58 PM UTC

1. investigating Oct 15, 2025, 12:11 PM UTC

   Incident Description: We are currently investigating an issue within the Cloud Cost Optimization (CCO) platform impacting customers in the NAM region. The platform remains accessible; however, affected customers may experience degraded functionality on the Applied Policy Page, with certain tables not loading Priority: P2 Restoration Activity: Our technical team is actively investigating the root cause and working to restore services as quickly as possible. We will continue to share updates as we make progress toward a resolution.

2. resolved Oct 15, 2025, 02:58 PM UTC

   The incident began at 3:37 AM PDT when multiple production nodes became unhealthy. These nodes were replaced and infrastructure was scaled up as part of the remediation. Service was fully restored by 7:16 AM PDT. The environment is now operational, and we will continue to monitor and investigate further to ensure ongoing stability.

3. postmortem Oct 28, 2025, 07:15 AM UTC

   **Description:** Flexera One - Cloud Cost Optimization \(CCO\) - NAM - Degraded Policy Page Functionality **Timeframe:** October 14, 2025, 3:37 AM PDT to October 15, 2025, 7:16 AM PDT **Incident Summary** ‌ On Tuesday, October 14, 2025, at 3:37 AM PDT, the Flexera One platform experienced a service degradation affecting customers in the North America \(NAM\) region, with Cloud Cost Optimization \(CCO\) being one of the primarily impacted services. While the platform remained accessible throughout the incident, some users encountered degraded functionality on the Applied Policy page, where certain tables failed to load. The investigation determined that the degradation was caused by a failing service component within the Flexera One environment, which led to resource contention and reduced service performance. Additionally, increased disk utilization on multiple instances contributed to unresponsiveness in some services. To mitigate the issue, the failing component was replaced, and the infrastructure was scaled up to relieve disk pressure and restore platform stability. After extended monitoring and validation, all services were confirmed to be fully operational, and the incident was declared resolved on October 15, 2025, at 7:16 AM PDT. ‌ **Root Cause** The investigation identified that the primary cause of the degradation was a capacity issue within the Flexera One environment, caused by certain system components that became unresponsive. This resulted in service degradation and resource contention across multiple components. Additionally, elevated disk usage on several instances caused I/O bottlenecks and intermittent unresponsiveness, further impacting service stability. The combined effect of resource exhaustion and disk pressure led to degraded performance, particularly within the Cloud Cost Optimization \(CCO\) service. ‌ **Remediation Actions** · **Infrastructure Scaling:** Increased the number of instances to handle the elevated workload and improve system resilience. · **Storage Expansion:** Increased disk capacity on each instance to accommodate higher data volume and prevent resource saturation. · **Service component Replacement and Scaling**: Replaced the service components that were in a bad state to restore overall cluster stability. · **Validation and Monitoring:** Performed extended validation and monitoring to confirm full service recovery and stability. The issue was confirmed resolved on October 15, 2025, at 7:16 AM PDT. ‌ **Future Preventative Measures** · **Infrastructure Resilience Enhancements**: Implement proactive health checks and automated failover mechanisms to prevent service degradation due to component failures. · **Performance Tuning:** Continue refining in-memory batch processing configurations to ensure optimal performance during peak processing loads.

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