Guidewire incident

APD Service Issue Affecting Multiple Customers in AMER, EMEA, and APAC for all Environments (PROD, PREPROD, and NON-PROD)

Minor Resolved View vendor source →

Guidewire experienced a minor incident on April 4, 2025 affecting Montréal - Runtime and N. Virginia - Runtime and 1 more component, lasting 6h 52m. The incident has been resolved; the full update timeline is below.

Started
Apr 04, 2025, 06:41 AM UTC
Resolved
Apr 04, 2025, 01:34 PM UTC
Duration
6h 52m
Detected by Pingoru
Apr 04, 2025, 06:41 AM UTC

Affected components

Montréal - RuntimeN. Virginia - RuntimeParis - RuntimeSydney - RuntimeTokyo - RuntimeZurich - Runtime

Update timeline

  1. investigating Apr 04, 2025, 06:41 AM UTC

    Guidewire is aware of an ongoing issue with the APD service that is currently contributing to performance degradation in PolicyCenter. The relevant teams are actively investigating the root cause and providing restoration as soon as possible. We will continue to investigate the situation and provide updates as they become available. Thank you for your patience and understanding.

  2. investigating Apr 04, 2025, 07:13 AM UTC

    We are continuing to investigate a potential issue within APD Service that may be causing degraded performance in PolicyCenter for our users in AMER, EMEA, and APAC. We thank you for your patience. Our next update will be when new information becomes available.

  3. identified Apr 04, 2025, 07:36 AM UTC

    Guidewire Support has identified the cause of this issue within APD Service that is causing degraded performance in PolicyCenter for our users in AMER, EMEA, and APAC, and are actively working to restore service. We will post regular updates on our progress.

  4. monitoring Apr 04, 2025, 08:01 AM UTC

    The performance issue related to the APD service has now been resolved, and the service has been fully restored. The issue primarily impacted customers who completed their PolicyCenter deployment after 3rd April, 10 PM UTC. Our investigation identified the root cause, and corrective actions have been implemented to prevent recurrence. Please note: Impacted customers will need to redeploy PolicyCenter for the changes to take full effect. Thank you for your patience while we worked through this. If you continue to experience any issues, please don't hesitate to reach out.

  5. resolved Apr 04, 2025, 01:34 PM UTC

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

  6. postmortem Apr 17, 2025, 07:00 AM UTC

    Please refer to the Knowledge Article via this [link ](https://community.guidewire.com/s/article/Multiple-customers-experienced-slowness-in-PolicyCenter-due-to-excessive-calls-being-made-to-the-APD-Cloud-Service)for more information.