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 25, 2025 affecting N. Virginia, lasting 13h 32m. The incident has been resolved; the full update timeline is below.

Started
Apr 25, 2025, 09:57 PM UTC
Resolved
Apr 26, 2025, 11:30 AM UTC
Duration
13h 32m
Detected by Pingoru
Apr 25, 2025, 09:57 PM UTC

Affected components

N. Virginia

Update timeline

  1. investigating Apr 25, 2025, 09:57 PM 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.

  2. identified Apr 25, 2025, 10:38 PM UTC

    The issue has been identified and a fix is being implemented.

  3. identified Apr 25, 2025, 11:36 PM UTC

    We are aware that the previously applied fix did not fully resolve the issue. Our team is actively working on a new solution to address the remaining problems. We understand the importance of this fix and are prioritizing it to ensure a complete resolution. We will keep you updated on our progress and provide a timeline for the new fix as soon as possible. Thank you for your patience and understanding.

  4. identified Apr 26, 2025, 12:55 AM UTC

    All the required teams are engaged and investigating the causes of the deployments and Database backup restore failures. We will keep you updated on our progress and provide a timeline for the new fix as soon as possible. Thank you for your patience and understanding.

  5. investigating Apr 26, 2025, 01:54 AM UTC

    We are continuing to investigate a potential issue with InsuranceSuite deployments and Database Backup Restores that are impacting some of our users in AMER Region. We thank you for your patience. Our next update will be when new information becomes available.

  6. investigating Apr 26, 2025, 04:11 AM UTC

    We are continuing to investigate a potential issue with InsuranceSuite deployments and Database Backup Restores that are impacting some of our users in AMER Region. We thank you for your patience. Our next update will be when new information becomes available.

  7. investigating Apr 26, 2025, 05:54 AM UTC

    We are continuing to investigate a potential issue with InsuranceSuite deployments and Database Backup Restores that are impacting some of our users in AMER Region. We thank you for your patience. Our next update will be when new information becomes available.

  8. investigating Apr 26, 2025, 07:13 AM UTC

    We are continuing to investigate a potential issue with InsuranceSuite deployments and Database Backup Restores that are impacting some of our users in AMER Region. We thank you for your patience. Our next update will be when new information becomes available.

  9. monitoring Apr 26, 2025, 08:00 AM UTC

    A fix has been implemented and we are monitoring the results. Customers can now deploy to their non production environments. Guidewire is monitoring the incident.

  10. monitoring Apr 26, 2025, 08:14 AM UTC

    We are continuing to monitor for any further issues.

  11. resolved Apr 26, 2025, 11:30 AM UTC

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

  12. postmortem May 09, 2025, 02:59 AM UTC

    Please refer to the Knowledge Article via this [link](https://community.guidewire.com/s/article/Multiple-Customer-s-Are-Getting-Deployment-Failures-in-NPE-s-While-Provisioning-Databases) for more information.