Guidewire incident

Insurance Suite Deployments - Service Interruption Affecting Multiple Customers in AMER Region

Major Resolved View vendor source →

Guidewire experienced a major incident on April 28, 2025 affecting N. Virginia, lasting 9h 4m. The incident has been resolved; the full update timeline is below.

Started
Apr 28, 2025, 12:43 PM UTC
Resolved
Apr 28, 2025, 09:47 PM UTC
Duration
9h 4m
Detected by Pingoru
Apr 28, 2025, 12:43 PM UTC

Affected components

N. Virginia

Update timeline

  1. investigating Apr 28, 2025, 10:47 AM UTC

    Guidewire Support is actively addressing the issue with Insurance Suite Deployments in Non-Production Environments, which are either taking excessively longer or failing. The necessary resources are engaged to restore the service as quickly as possible. Regular updates on the progress will be provided. Please open a Community case if you are still experiencing any service interruption.

  2. investigating Apr 28, 2025, 11:22 AM UTC

    We are continuing to investigate a potential issue within Non Production InsuranceSuite Deployments for our users in AMER region. Regular updates on the progress will be provided. Please open a Community case if you are still experiencing any service interruption.

  3. identified Apr 28, 2025, 11:56 AM UTC

    The issue has been identified and a fix is being implemented. Please open a Community case if you are still experiencing any service interruption.

  4. identified Apr 28, 2025, 12:35 PM UTC

    Fix is being applied on the Impacted services. Please open a community case if you are still experiencing any service interruption.

  5. identified Apr 28, 2025, 12:43 PM UTC

    The fix has been applied and issue is resolved. Please retry the deployment and open a community case if you are still experiencing any deployment failures.

  6. monitoring Apr 28, 2025, 12:43 PM UTC

    The fix has been applied and issue is resolved. Please retry the deployment and open a community case if you are still experiencing any deployment failures.

  7. resolved Apr 28, 2025, 09:47 PM UTC

    The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.

  8. postmortem May 19, 2025, 09:30 AM UTC

    **Please refer to the Knowledge Article on this** [**link**](https://community.guidewire.com/s/article/April-2025-Deployments-DB-Backup-Restores-failing) **for more information.**