Degraded Performance – End-to-End Encryption (E2EE) Flows in SaaS US

Update timeline

1. investigating Oct 27, 2026, 10:02 PM UTC

   We are currently experiencing an issue affecting the service that handles end-to-end encrypted (E2EE) flows in our SaaS US environment. Starting at approximately 21:14 UTC, some users may see errors or failures when starting onboarding sessions and processing encrypted session events. Affected endpoints (E2EE flows only): /omni/start interview-events e2ee/key

2. identified Oct 27, 2026, 10:32 PM UTC

   We have identified the cause of the issue affecting E2EE flows in our SaaS US environment and have applied mitigation measures. The service is available again and error rates are going down, but some users may still see intermittent errors when starting onboarding sessions or processing encrypted session events. Affected sessions can be retried. Other environments and non-E2EE flows are not affected. We will provide another update shortly.

3. monitoring Oct 27, 2026, 10:33 PM UTC

   The service handling E2EE flows in our SaaS US environment has been stable since approximately 22:00 UTC. Onboarding sessions and encrypted session events are processing normally. We are monitoring the service to confirm stability and will provide a final update once the incident is resolved.

4. resolved Oct 27, 2026, 10:42 PM UTC

   This incident has been resolved. Between 21:13 and 22:00 UTC, E2EE flows in our SaaS US environment had elevated errors. The service has been working normally since then. We apologize for the inconvenience.