gaiia software Outage History

Started Oct 01, 2026, 02:40 PM UTC· resolved Oct 01, 2026, 05:02 PM UTC

1. monitoring Oct 01, 2026, 02:40 PM UTC

   Systems are back online following the server errors and service outages reported on the platform. Our engineers are continuing to investigate the root cause and are closely monitoring the platform.

2. resolved Oct 01, 2026, 05:02 PM UTC

   Engineers have identified and fixed the root cause of the issue, and we've put preventive measures in place to keep it from affecting service again.

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Started Sep 18, 2026, 03:39 PM UTC· resolved Sep 19, 2026, 02:36 AM UTC

1. investigating Sep 18, 2026, 03:39 PM UTC

   We are aware of an issue affecting the delivery of some outbound notifications and third-party integration updates. Our engineering team is currently investigating the issue.

2. identified Sep 18, 2026, 05:15 PM UTC

   During short intermittent periods, some automated messages have failed to send. Affected message types include: billing communications, account and security messages, service and appointment updates, text messages (SMS), marketing and CRM synchronization. Our engineers have identified the issue and are working to resolve it.

3. monitoring Sep 18, 2026, 08:09 PM UTC

   A fix has been deployed to production and automated message delivery has returned to normal. We are now reprocessing the affected messages. Our engineering team will continue to monitor delivery closely.

4. resolved Sep 19, 2026, 02:36 AM UTC

   Notification delivery has been restored. An issue in our notification system caused outbound messages to be delayed. Once the root cause was addressed, the affected notifications were reprocessed and delivered. Our development team has continued monitoring since the fix was applied, and no further issues have been observed. This incident has been resolved.

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Started Sep 01, 2026, 05:44 PM UTC· resolved Sep 01, 2026, 06:53 PM UTC

1. monitoring Sep 01, 2026, 05:44 PM UTC

   We identified some issues coming from our third-party SMS provider Twilio who can cause service interruption for SMS communication. We monitoring the situation.

2. resolved Sep 01, 2026, 06:53 PM UTC

   This incident has been resolved.

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Started Aug 24, 2026, 05:37 PM UTC· resolved Aug 24, 2026, 07:21 PM UTC

1. investigating Aug 24, 2026, 05:37 PM UTC

   We are aware of an outage that affects parts of the application, including the checkout and CRM module. We are currently investigating and will report back with an update shortly.

2. monitoring Aug 24, 2026, 05:49 PM UTC

   A fix has been implemented, the application seems to be back to normal. We are currently monitoring.

3. resolved Aug 24, 2026, 07:21 PM UTC

   The application has been stable for more than an hour now. Marking as resolved.

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Started Aug 11, 2026, 12:59 PM UTC· resolved Aug 11, 2026, 09:21 PM UTC

1. identified Aug 11, 2026, 12:59 PM UTC

   Customers using IPPAY as their payment processor may be unable to create new credit card payments. Customers on other processors are not affected. Other payment methods are also unaffected, and existing payments and data are not impacted. We are engaged with IPPAY on a resolution.

2. monitoring Aug 11, 2026, 03:54 PM UTC

   Payment processing issues through IPPAY have been resolved, and new credit card payments are now processing normally. Payments attempted going forward should complete as expected. We are still investigating the payments that failed during the outage. Our team is actively working on a path to address these. Existing payments and data remain unaffected.

3. resolved Aug 11, 2026, 09:21 PM UTC

   We've been able to retry all payments that failed during the IPPAY outage. We are still waiting on the report from IPPAY for the root cause of the service disruption.

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Started Jul 17, 2026, 03:48 PM UTC· resolved Jul 17, 2026, 05:01 PM UTC

1. investigating Jul 17, 2026, 03:48 PM UTC

   Our dashboard and analytics provider is experiencing intermittent loading issues, affecting the Analytics module (dashboards and reports). They are currently investigating the issue.

2. resolved Jul 17, 2026, 05:01 PM UTC

   This incident has been resolved.

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Started Jul 14, 2026, 12:30 PM UTC· resolved Jul 14, 2026, 05:33 PM UTC

1. resolved Jul 14, 2026, 08:37 PM UTC

   Between 12:26 PM and 12:33 PM EST, some users experienced degraded availability, including connection errors and slower response times. Our team identified the issue quickly and triggered a failover on the faulty database instance in the cluster, which fully restored service within 7 minutes. Our investigation identified the root cause, and we've deployed a fix that directly addresses it. We're seeing definite signs of stabilization and are closely monitoring performance. We recognize this is the second service disruption in two days, affecting different systems. As our platform continues to grow and support increasing demand, we're conducting a broader review of our infrastructure resilience to ensure it continues to scale reliably and to reduce the likelihood of future incidents.

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Started Jul 02, 2026, 08:28 PM UTC· resolved Jul 03, 2026, 03:13 PM UTC

1. investigating Jul 02, 2026, 08:28 PM UTC

   We are investigating degraded performance affecting some users. You may occasionally experience slower response times or transient errors. Our team is actively investigating and we will post updates as we learn more.

2. resolved Jul 03, 2026, 03:13 PM UTC

   We've identified the cause: elevated memory pressure on one of our database instances. We deployed fixes yesterday and monitored overnight to confirm performance has stabilized. All systems are now fully operational, and we'll continue monitoring closely to ensure everything remains stable.

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Started Jun 15, 2026, 10:48 PM UTC· resolved Jun 15, 2026, 11:32 PM UTC

1. investigating Jun 15, 2026, 10:48 PM UTC

   We are investigating a spike in API errors that are preventing the Customer Portal from loading.

2. identified Jun 15, 2026, 10:53 PM UTC

   The issue has been identified as a WAF (firewall) rule meant to protect against denial of service. The service is back online, and we continue to investigate the cause of the traffic spike.

3. resolved Jun 15, 2026, 11:32 PM UTC

   We identified an issue in our traffic protection layer that caused some unauthenticated Customer Portal requests to be grouped together incorrectly. As a result, rate limiting was applied more aggressively than intended, preventing some users from accessing the service.

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Started Jun 10, 2026, 01:16 PM UTC· resolved Jun 10, 2026, 01:23 PM UTC

1. identified Jun 10, 2026, 01:24 PM UTC

   Issue has been identified, working on bringing the service back up.

2. resolved Jun 10, 2026, 01:27 PM UTC

   This incident has been resolved.

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Started May 08, 2026, 10:38 AM UTC· resolved May 09, 2026, 10:35 AM UTC

1. monitoring May 08, 2026, 10:38 AM UTC

   We are currently experiencing intermittent connectivity issues due to an ongoing infrastructure incident at one of our cloud provider's data centers (AWS US-EAST-1). The impact on the gaiia app is minimal, but some users may encounter brief errors or increased latency. AWS is actively working on recovery and we are monitoring the situation closely. We will post updates as the situation evolves.

2. resolved May 09, 2026, 10:35 AM UTC

   This incident has been resolved.

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Started Mar 06, 2026, 05:11 PM UTC· resolved Mar 10, 2026, 06:48 PM UTC

1. investigating Mar 06, 2026, 05:11 PM UTC

   We are currently experiencing significantly increased response times from our payment processor, IPPAY. This is causing delays in payment processing and triggering alerts in our systems. Impact: - Payment transactions may take longer than usual to complete - Users may experience delays when processing payments Action Required: ⚠️ Please avoid manually retrying failed payments during this period, as this may result in duplicate charges. Timeline: - Started: March 5, 2026 - Expected Resolution: March 17, 2026 (per IPPAY) Our Response: Our team is actively working on implementing mitigation strategies within Gaiia to minimize the impact and ensure the best possible experience during this period. We will continue to monitor the situation closely and provide updates as they become available. Thank you for your patience.

2. resolved Mar 10, 2026, 06:48 PM UTC

   IPPAY has resolved their latency issue earlier than expected. On our end, we have implemented mitigations to improve the user experience should a payment processor encounter significant delays in the future. These updates provide clearer error messaging and prevent users from accidentally triggering double payments.

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Started Feb 23, 2026, 05:52 PM UTC· resolved Feb 23, 2026, 08:29 PM UTC

1. identified Feb 23, 2026, 05:52 PM UTC

   The issue has been identified and a fix is being implemented. Missing tickets will be automatically created when the fix is in place.

2. identified Feb 23, 2026, 05:52 PM UTC

   We are continuing to work on a fix for this issue.

3. monitoring Feb 23, 2026, 06:32 PM UTC

   The fix has been pushed to production, and the build is underway. We will monitor mailboxes.

4. monitoring Feb 23, 2026, 06:57 PM UTC

   External (email) ticket creation is now operational, and we are reprocessing tickets that failed during the incident. We continue to actively monitor the fix and any performance implications.

5. resolved Feb 23, 2026, 08:29 PM UTC

   The incident has been resolved.

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Started Feb 16, 2026, 12:00 PM UTC· resolved Feb 16, 2026, 12:00 PM UTC

1. resolved Feb 16, 2026, 02:50 PM UTC

   A new release affecting the login caused a surge in errors from 7h00 to 7h04 EST, and was quickly reverted

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Started Feb 10, 2026, 03:48 PM UTC· resolved Feb 10, 2026, 05:33 PM UTC

1. investigating Feb 10, 2026, 03:48 PM UTC

   Payment processor - All IPPAY features (Auto payment delayed, Manual payments and adding payment method can fail) Notification processor - All Mailgun features (failing notification would be delayed) Product Availability - Product availability will fail sporadically Work orders - Work orders coverage areas not linking properly (we will be able to re-link them post-incident) We are investigating and will provide more details later.

2. investigating Feb 10, 2026, 04:03 PM UTC

   We are continuing to investigate this issue.

3. monitoring Feb 10, 2026, 04:50 PM UTC

   We are seeing signs of recovery, with the mentioned impacted features now operating normally.

4. resolved Feb 10, 2026, 05:33 PM UTC

   All systems are now fully operational, and any system-triggered events that failed during the incident are being reprocessed.

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Started Jan 18, 2026, 03:36 PM UTC· resolved Jan 20, 2026, 03:33 AM UTC

1. identified Jan 18, 2026, 03:36 PM UTC

   A security feature (SSL pinning) used by the mobile app broke when a certificate was auto-renewed during the night, preventing field technicians to log into the platform. A new build fixing the issue has been sent to the App Stores and we are awaiting their review.

2. identified Jan 18, 2026, 04:14 PM UTC

   Until the new builds are available in the iOS and Android Stores, technicians can look at their schedules and work orders using this web-based version: https://app.gaiia.com//workforce/technician-platform

3. identified Jan 18, 2026, 04:37 PM UTC

   While we wait for the Apple App Store review, iOS users can use this test build: https://testflight.apple.com/join/Xheq184u. This might require uninstalling the previous version of the app to force usage of the new version.

4. identified Jan 18, 2026, 08:36 PM UTC

   Android version 1.11.2 is now available in the store. On the iOS front, the build is still under review from the App Store.

5. identified Jan 19, 2026, 11:56 AM UTC

   We are still awaiting review from the iOS App Store. Android users can use the field service app as usual.

6. identified Jan 19, 2026, 06:47 PM UTC

   We are still impatiently waiting for the iOS App Store team to review the build we submitted on Sunday morning. As a reminder, in the mean time, iOS users can either download the build from TestFlight here: https://testflight.apple.com/join/Xheq184u or use the web-based version here: https://app.gaiia.com//workforce/technician-platform.

7. resolved Jan 20, 2026, 03:33 AM UTC

   The corrected field service app is now available from the iOS App Store. iOS users who have not already downloaded the latest version from TestFlight can now get it directly from the store. Both Android and iOS users should now have access to a working version of the app.

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Started Nov 18, 2025, 12:35 PM UTC· resolved Nov 18, 2025, 03:21 PM UTC

1. identified Nov 18, 2025, 12:35 PM UTC

   https://www.cloudflarestatus.com/incidents/8gmgl950y3h7 We are currently experiencing service degradation due to a widespread Cloudflare outage that is impacting many services globally. This issue affects our analytics module, which is currently unavailable. Login is also partially degraded, and some users may encounter delays or intermittent failures. We are already seeing some recovery, but we will be monitoring the situation closely and will restore full functionality as soon as Cloudflare resolves the incident.

2. identified Nov 18, 2025, 12:56 PM UTC

   We are still seeing intermittent issues with login. The problem appears to be related to the OAuth redirect, which is still affected by the Cloudflare incident. Magic link authentication works normally and is recommended if you encounter issues signing in. For customers who have SAML SSO enabled, SSO is also functioning as expected. We are observing signs of recovery in our analytics module, though it may still be unstable or intermittently unavailable for some customers. We are actively monitoring the situation and will share further updates as things evolve.

3. identified Nov 18, 2025, 01:16 PM UTC

   https://www.cloudflarestatus.com/incidents/8gmgl950y3h7 Cloudflare has begun implementing a fix for their incident, and some of their services are starting to recover. Despite this progress, our own testing shows that login and analytics in gaiia remain degraded. Magic link authentication remains reliable, and customers with SAML SSO enabled can continue to use SSO without interruption. OAuth-based login continues to be affected. Analytics is still unstable and may not load consistently. We are monitoring Cloudflare's recovery efforts and will provide another update as soon as we observe improvements on our side.

4. monitoring Nov 18, 2025, 02:45 PM UTC

   https://www.cloudflarestatus.com Cloudflare has implemented a fix and is reporting that their incident is now resolved. They are currently monitoring to confirm full recovery. On our side, login and analytics are improving but still not fully stable. Some users may continue to see delays or intermittent issues while the upstream services settle. We will keep monitoring and will share another update once all services at gaiia are fully back to normal.

5. resolved Nov 18, 2025, 03:21 PM UTC

   The incident related to the Cloudflare outage is now fully resolved. All gaiia services, including login and analytics, have returned to normal operation. Thank you for your patience throughout this disruption. If you continue to experience any issues, please reach out to our support team.

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Started Oct 20, 2025, 11:38 AM UTC· resolved Oct 21, 2025, 01:34 AM UTC

1. monitoring Oct 20, 2025, 11:38 AM UTC

   At 12:11 AM PDT, AWS experienced a global outage impacting multiple services (AWS Health Dashboard). Although the majority of services have now recovered, we are continuing to observe elevated error rates and performance slowdowns in some regions. Our engineering team is actively monitoring the situation and working with AWS to ensure full resolution. We will provide further updates as more information becomes available.

2. monitoring Oct 20, 2025, 01:25 PM UTC

   All core services have now recovered and are fully operational following the recent AWS global outage. However, our analytics and reporting features remain unavailable due to a continued outage with Snowflake, which was also impacted by the AWS issue. Our team is closely monitoring Snowflake’s status and will restore analytics access as soon as Snowflake services are back online. We will provide further updates when more information is available.

3. monitoring Oct 20, 2025, 02:13 PM UTC

   We are currently experiencing a new wave of errors affecting multiple services. You may encounter degraded performance or intermittent errors across several features. We are actively working with AWS to identify and resolve the underlying issues as quickly as possible. We will continue to provide updates as soon as more information is available.

4. monitoring Oct 20, 2025, 05:29 PM UTC

   AWS has identified the root cause of the incident and is actively working on remediation. While no specific resolution timeline has been provided, AWS has indicated that the next update will be issued at 1:45 p.m. ET. In parallel, we are preparing for a potential disaster recovery activation. A readiness drill is scheduled for 5:00 p.m. ET, and should AWS services not be restored by then, we plan to initiate our disaster recovery procedure at 11:00 p.m. ET.

5. monitoring Oct 20, 2025, 05:51 PM UTC

   We are seeing early signs of recovery, with users able to log back into gaiia and connectivity errors significantly decreasing.

6. monitoring Oct 20, 2025, 07:36 PM UTC

   AWS has reported continued recovery across all services and Availability Zones. While some residual network connectivity issues may persist, the majority of gaiia users are now able to resume normal operations within the platform. We are moving the affected components to "Degraded" as we continue to monitor the latency and error rate.

7. monitoring Oct 20, 2025, 08:54 PM UTC

   We continue to see network connectivity issues, especially during login. This outage impacts other subprocessors, notably LaunchDarkly, which serves some tenant configuration, and Explo, which provides the Snowflake connectors in our Analytics module.

8. monitoring Oct 20, 2025, 10:38 PM UTC

   AWS has indicated that full recovery is expected within the next two hours. While we remain cautiously optimistic, we recognize that several of our downstream providers have been significantly affected by this outage and may require additional time to fully restore their services.

9. monitoring Oct 20, 2025, 11:26 PM UTC

   Although AWS has marked the incident as resolved, we continue to observe errors originating from the LaunchDarkly backend SDK, which was affected by the AWS outage. Because LaunchDarkly is used to deliver feature flags for tenant configurations, this issue is causing intermittent network failures during user authentication within gaiia tenants. That said, we are seeing early signs of recovery from LaunchDarkly. To accelerate service stabilization, we are deploying a configuration cache designed to bypass LaunchDarkly when it becomes unresponsive.

10. monitoring Oct 21, 2025, 12:31 AM UTC

    We are pushing a fix to production to circumvent LaunchDarkly's current server-side SDK outage. This has proved effective in staging and will be rolled out to production, module by module.

11. resolved Oct 21, 2025, 01:34 AM UTC

    Connectivity issues have subsided, and all modules are now operational. During the next hours, we will re-drive pending events such as orders, notifications, payments and workflows, and ensure data integrity across modules.

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Started Aug 19, 2025, 03:27 PM UTC· resolved Aug 19, 2025, 09:56 PM UTC

1. monitoring Aug 19, 2025, 03:27 PM UTC

   A change in our DNS configuration for the gaiia.com domain prevents some users from accessing the application. Some DNS servers are more conservative than others and might take some time to update. We are monitoring the situation.

2. monitoring Aug 19, 2025, 08:20 PM UTC

   We are still seeing a few DNS connectivity issues per hour. This is limited to the notification and workflow services.

3. resolved Aug 19, 2025, 09:56 PM UTC

   No connectivity issues were logged in the past 90 minutes.

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Started Aug 19, 2025, 12:12 PM UTC· resolved Aug 19, 2025, 12:47 PM UTC

1. investigating Aug 19, 2025, 12:12 PM UTC

   We are currently investigating this issue.

2. identified Aug 19, 2025, 12:31 PM UTC

   GoDaddy has been identified as the cause of the issue. We are working on a remediation.

3. monitoring Aug 19, 2025, 12:33 PM UTC

   Affected users are mentioning app.gaiia.com is going back online. We continue to monitor the situation.

4. resolved Aug 19, 2025, 12:47 PM UTC

   DNS issue has been resolved, all services are back online.

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Started Jul 16, 2025, 04:56 PM UTC· resolved Jul 16, 2025, 08:20 PM UTC

1. investigating Jul 16, 2025, 04:56 PM UTC

   We are currently investigating this issue.

2. monitoring Jul 16, 2025, 05:50 PM UTC

   We've resolved the issue, but keep actively monitoring.

3. resolved Jul 16, 2025, 08:20 PM UTC

   This incident has been resolved.

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Started Jul 14, 2025, 05:09 PM UTC· resolved Jul 14, 2025, 05:42 PM UTC

1. identified Jul 14, 2025, 05:09 PM UTC

   We are currently observing elevated error rates in multiple microservices. Many other AWS users are reporting connectivity problems as well, but we are waiting for an official statement from AWS. We continue to monitor the impacts.

2. identified Jul 14, 2025, 05:11 PM UTC

   We are continuing to work on a fix for this issue.

3. identified Jul 14, 2025, 05:15 PM UTC

   Connectivity errors are already trending downwards, and we are now seeing a handful of errors per minute.

4. resolved Jul 14, 2025, 05:42 PM UTC

   AWS connectivity seems back to normal, with no errors logged in the past 30 minutes. Resolving the incident.

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Started Jul 08, 2025, 08:20 PM UTC· resolved Jul 09, 2025, 01:25 AM UTC

1. investigating Jul 08, 2025, 08:20 PM UTC

   We are currently investigating this issue.

2. identified Jul 08, 2025, 08:29 PM UTC

   The issue has been identified as an outage from our embedded analytics provider Explo https://status.explo.co.

3. identified Jul 08, 2025, 08:29 PM UTC

   We are continuing to work on a fix for this issue.

4. identified Jul 08, 2025, 08:30 PM UTC

   The issue has been identified as an outage from our embedded analytics provider Explo https://status.explo.co.

5. monitoring Jul 08, 2025, 08:36 PM UTC

   We are currently monitoring the situation. New updates from our embedded analytics provider Explo: Jul 08, 2025 - 20:34 UTC Update - We are continuing to investigate this issue. Jul 08, 2025 - 20:25 UTC Investigating - We are currently experiencing a service issue with Snowflake connections. Starting at 3:20pm ET our IP Address's for database connections (3.219.104.199 and 35.175.85.18) appear to be blocked by Snowflake resulting in intermittent access to customer data on Explo. We'll have an update for you shortly on when we expect the connection to be restored, we are currently in contact with Snowflake on this matter.

6. monitoring Jul 08, 2025, 10:16 PM UTC

   New update from our embedded analytics provider Explo: Jul 08, 2025 - 22:14 UTC Update - We've spoken with Snowflake and they are currently investigating the issue on their end. We should have an update from them in an hour and will share here accordingly.

7. monitoring Jul 08, 2025, 11:48 PM UTC

   New update from our embedded analytics provider Explo: Jul 08, 2025 - 23:45 UTC Identified - We have identified that Snowflake incorrectly categorized certain Explo IPs under their Malicious IP Protection feature and we are working with them to re-enable access.

8. resolved Jul 09, 2025, 01:25 AM UTC

   We’ve received confirmation directly from Explo that their service has been restored and is now operating normally. On our side, we’ve run extensive internal tests and verified that analytics queries and reports are returning correctly. Marking this as resolved. We’re continuing to evaluate a disaster-recovery approach through Snowflake, to further safeguard against any future vendor interruptions.

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Started Jun 10, 2025, 12:03 PM UTC· resolved Jun 10, 2025, 11:20 PM UTC

1. investigating Jun 10, 2025, 12:03 PM UTC

   We are currently investigating the issue.

2. identified Jun 10, 2025, 12:11 PM UTC

   The issue has been identified as an outage from our embedded analytics provider Explo https://status.explo.co.

3. identified Jun 10, 2025, 03:00 PM UTC

   Latest update from Heroku, the cloud hosting provider behind Explo: "We have restarted a subset of our Heroku instances. This has shown positive results for the impacted services. We are working to restart the rest of the Heroku instances to fully restore the services. We are continuing to validate and closely monitor the services."

4. identified Jun 10, 2025, 05:10 PM UTC

   Latest note from Heroku: "We've restarted Heroku's internal platform apps and are actively monitoring to confirm whether the issue is resolved. However, errors are resurfacing." You can follow along here: https://status.salesforce.com/generalmessages/10001540

5. identified Jun 10, 2025, 10:19 PM UTC

   New update from Heroku: "The Heroku dashboard is now back online. Customers can now attempt to recycle their dynos on the dashboard. Specific instructions for recycling dynos will be shared shortly." New update from Explo: "We don't know exactly the implication of this yet and are testing on our side. Meanwhile the team is doing some final testing on the [disaster recovery] AWS service. We will update shortly based on what we learn from both points."

6. monitoring Jun 10, 2025, 10:50 PM UTC

   Embedded dashboards and report builders are back online. Explo/Heroku have not resolved the issue yet and continue to monitor.

7. resolved Jun 10, 2025, 11:20 PM UTC

   This marks one hour of stable operation without issues in our Analytics module. Marking this as resolved. Note: Explo, the vendor behind the embedded SQL dashboards, is moving operations from Heroku to AWS for more stability. On our end, although analytics is not part of the critical path for ISPs, we are considering a "disaster recovery" solution that exports SQL queries of reports so they can be executed externally via Snowflake in case of vendor failure.

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Started May 07, 2025, 05:32 PM UTC· resolved May 07, 2025, 05:32 PM UTC

1. resolved May 07, 2025, 06:16 PM UTC

   A disruptive migration on the billing service database caused a partial outage for 51 seconds. During that time frame, users experienced error messages from the gaiia web application and the public GraphQL API.

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