Increased error rate across our platform on us-east1-c94b

Update timeline

1. investigating Jan 14, 2026, 03:29 PM UTC

   We are currently experiencing issues on our platform that may impact users across most features of the application. You may notice errors during the usage of functionalities including ticket management, responding to inquiries, managing rules, and performing searches. Our engineering and support teams are actively investigating the issue to identify the root cause. We will provide updates as we gather more information. Thank you for your patience as we work to resolve this matter.

2. monitoring Jan 14, 2026, 03:45 PM UTC

   The issue seems to have been caused by a temporary issue on the database for this cluster. Our team is continuing to dig further into the root cause, however the impact is now mitigated and users should no longer face any further issues in using the platform.

3. resolved Jan 14, 2026, 04:01 PM UTC

   We can now confirm that users should no longer face any further impact to this end. Apologies for the inconvenience caused.