Issues with Third Party Scripts due to Front End performance improvements

Update timeline

1. resolved Aug 11, 2025, 10:21 AM UTC

   Incident Summary: On 24 July 2025, we deployed a performance improvement designed to speed up page loading by changing when certain parts of our application load in the browser. As a result of this change, some page elements loaded later than before. Certain third party scripts used by customers depended on those elements being available straight away, so those scripts failed to run correctly. This caused integration errors and broken functionality for affected customers. Impact: Seven customers experienced issues with their integrations. In these cases, third party scripts could not access the expected page elements, which led to errors and features not working as intended. Timeline: - 24 July 2025 9:00 AM (CET) - Deployment completed with new loading behaviour as part of performance improvements. - 25 July 2025 - First customer reports of integration issues received. An internal investigation began to identify the cause. - 26 to 29 July 2025 - Investigation confirmed that lazy loading of certain elements meant they were not available when customer scripts ran. Compatibility checks were carried out to assess possible fixes and confirm the scope of the impact. - 30 July 2025 15:30 AM (CET) - Decision made to revert the change to restore the original loading behaviour. Reversion deployed to production. Monitoring confirmed resolution for all affected accounts. Impacted customers were contacted and confirmed the issue was resolved. Resolution: We rolled back the performance change so that all elements load as they did before. This restored the expected functionality for all affected customers. Mitigation and Next Steps: - Implement a compatibility aware rollout strategy for future performance changes. - Conduct an audit of existing third party scripts to identify other potential compatibility risks. - Include broader customer impact reviews before releasing performance optimisations. - Give customers and support teams more notice of significant changes that may affect integrations. Lessons Learned: There are a wide range of third party scripts in use across all customer instances, and changes to page performance can have unintended side effects. Future performance updates will be introduced in phased rollouts with additional compatibility checks, and customer impact will be reviewed more thoroughly before release.