Degradation in SaaS US environment

Update timeline

1. investigating Aug 31, 2026, 10:34 PM UTC

   We have detected a degradation in one of our environments; We are currently investigating.

2. monitoring Aug 31, 2026, 10:37 PM UTC

   On August 31, 2026, beginning at 15:58 CST, the Incode SaaS US platform experienced a period of service degradation. Elevated response times in a backend component triggered automatic protection mechanisms, resulting in intermittent HTTP 503 errors affecting access to the SaaS US Dashboard and calls to the /omni/start and /omni/internal/dashboard/flow endpoints. Service partially recovered between 16:05 and 16:22 CST before degrading again, with full recovery confirmed at 16:31 CST. Sessions initiated during the impact window may not have completed and would require a retry. The environment remains under active monitoring while our engineering team completes its investigation; a formal root cause analysis will follow.

3. monitoring Aug 31, 2026, 10:47 PM UTC

   We are currently investigating intermittent periods of elevated latency affecting the SaaS US environment. Some requests may take longer than usual to complete or return an error, and the behavior may be intermittent rather than continuous. Our engineering team is actively investigating and working to restore normal performance.

4. monitoring Aug 31, 2026, 10:55 PM UTC

   We are continuing to monitor for any further issues.

5. monitoring Aug 31, 2026, 11:05 PM UTC

   Service has been stable for the past 20 minutes. Our team continues to investigate and is monitoring closely to confirm full stability.

6. resolved Aug 31, 2026, 11:18 PM UTC

   This incident has been resolved. The SaaS US environment is operating normally. We apologize for any disruption caused.