Jamf experienced a critical incident on September 24, 2025 affecting eu-central-1: Jamf School, lasting 8m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 24, 2025, 08:43 AM UTC
We are currently experiencing an outage in eu-central-1, we are investigating the issue and will provide updates shortly.
- identified Sep 24, 2025, 08:44 AM UTC
We have identified the issue and are implementing a fix.
- monitoring Sep 24, 2025, 08:46 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Sep 24, 2025, 08:52 AM UTC
This incident has been resolved.
- postmortem Sep 29, 2025, 07:22 AM UTC
**Incident Date:** September 24, 2025 **Duration:** 15 minutes **Impact:** Temporary unavailability of Jamf School services in eu-central-1 **Summary and Timeline** On September 17th, Jamf School experienced a performance degradation. To remediate and prevent recurrence, we scheduled a schema change to add a supporting index to high-concurrency table. When executed, the index creation acquired an unexpected lock that blocked concurrent application queries, resulting in a full Jamf School service interruption for eu-central-1 customers. Automated and manual monitoring triggered rapid investigation; engineers terminated the locking DDL session and service fully recovered within 15 minutes. **Root Cause & Timeline** **Root Cause:** An online index creation on a high-concurrency table resulted in a blocking table-level lock due to contention and execution plan timing. This prevented critical application queries from proceeding, causing service unavailability. **Key Events:** * 08:30 UTC – Planned schema/index change initiated * 08:31 UTC – Monitoring alert: elevated errors / unresponsive application * 08:34 UTC – Incident response bridge \(war room\) activated * 08:38 UTC – Root cause isolated: blocking lock on core table from index creation * 08:44 UTC – Lock cleared / blocking process stopped * 08:46 UTC – Services fully recovered; continued elevated monitoring initiated. **Business & User Impact** * Jamf School web console: Unavailable for 15 minutes * Device management \(MDM communication\): Temporarily degraded \(devices unable to check in\) * Scope: eu-central-1 environment only * Data integrity: No data loss or corruption observed **Gaps Identified** * The eu-central-1 environment exhibited higher peak concurrent activity than other regions where the same index change had already been applied successfully. * The change was executed during a period of high traffic in eu-central-1 region * Staging and prior rollout experience did not fully reproduce the eu-central-1 peak concurrency, reducing the predictive value of the pre-change assessment. **Remediation Items & Next Steps** * The status page was updated to reflect the outage and ensure customer awareness – Complete * Implement detailed change risk assessment for all database changes \(even those identified as low risk\). * Add pre-change load/lock simulation harness \(prod-like concurrency\) * Enforce execution windows for high-risk database changes \(off-peak / maintenance window\)