Advanced Analytics Outage and Other Intermittent Issues Due to Upstream Provider

Update timeline

1. identified Oct 20, 2025, 12:53 PM UTC

   Due to a major outage with an upstream provider, we continue to experience issues preventing access to data in Advanced Analytics. The upstream provider has identified the root cause of the problem and is working on a resolution; however, the outage continues to affect our platform. We apologize for the inconvenience and will continue to post updates here as they become available.

2. identified Oct 20, 2025, 02:51 PM UTC

   We are seeing additional impact caused by the upstream outage to other Graphium services, including some integrations as well as mobile service calls. This is resulting in delayed vitals sign data, slow service calls, and other intermittent connectivity issues. We continue to monitor for updates from the upstream service provider.

3. identified Oct 20, 2025, 04:07 PM UTC

   We are getting increased reports of users unable to connect. Increasing status level to Partial Outage. The upstream service provider continues to work on the root cause of their outage.

4. identified Oct 20, 2025, 04:18 PM UTC

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

5. identified Oct 20, 2025, 06:03 PM UTC

   The upstream provider has indicated that they are seeing early signs of recovery for some services. We continue to experience a full outage.

6. monitoring Oct 20, 2025, 09:06 PM UTC

   We are starting to see Graphium services come back online as AWS nears full recovery. Our team will continue to monitor as traffic returns to normal levels and things stabilize.

7. resolved Oct 20, 2025, 11:24 PM UTC

   All services are fully operational, and AWS has closed their outage incident as resolved. We are also closing our incident, as all backlogged messages have been processed and client applications are fully accessible. Thank you for your patience as we worked through this issue. Kind Regards, The Graphium Health Team