Identifi Outage History

**Incident Summary** On September 5, 2025, at approximately 6:00 AM US ET \(11:00 UTC\), Identifi became aware of an issue affecting access to tenants within our Canadian Microsoft Azure infrastructure. The incident investigation began at 7:00 AM US ET, and normal operations were fully restored by 9:15 AM US ET. **Root Cause** Azure applied updates to the Identifi hosting infrastructure, which inadvertently exposed a networking configuration issue that disrupted connectivity to a back-end resource. **Resolution and Next Steps** * Identifi has implemented a networking change to address and mitigate the identified issue. * A scheduled process will be established to better manage and control the timing of Azure updates to reduce the risk of recurrence. * Lessons learned from this incident will be incorporated into Identifi’s ongoing infrastructure monitoring and update management practices.

On Friday, July 18th, at approximately 2:15 PM EST, Identifi began receiving reports of intermittent timeouts impacting user access. Our investigation determined that a key backend resource had become unresponsive. The affected resource was restored by 5:30 PM EST, and full access to all installations was confirmed by 6:15 PM EST. To prevent future issues, we have implemented enhanced monitoring to detect early signs of similar timeout conditions. We apologize for any inconvenience this may have caused and appreciate your patience as we worked to resolve the issue.

The event was caused because a set of security certificates within our orchestration system expired at the same time. This caused the web servers to stop. We regenerated those certificates and brought the orchestration system back to working order. To prevent this from happening again, we have setup reminders to regenerate those certificates before they expire.

At approximately 11:20 AM US ET \(15:20 UTC\) on August 16, 2024, Identifi observed that a sub-set of customers hosted in our Azure infrastructure were not available. Identifi staff began troubleshooting the issue. By approximately 12:45 PM US ET Identifi staff found and resolved the problem. All impacted customers were brought back online within 10 minutes. Root Cause An internal Encryption Key expired resulting in a failure of the Identifi Product to connect to databases and process cookies. Lessons Learned and Process Improvements Identifi has found the cloud resource that caused key ring failures during key rotation. We have added proper permissions and resolved the issue. Additional monitoring has been put in place to warn of any future issues of this type.