Optimove Outage History

THIS IS A SCHEDULED EVENT May 4, 11:00 - 12:00 UTC Apr 15, 09:23 UTC Scheduled - Optimove’s SFTP infrastructure in the US region is getting updated. We do not expect service interruption beyond the brief SFTP unavailability, and our teams are actively monitoring throughout the maintenance. Maintenance Window & Impact During the update, SFTP file loading may be unavailable for up to 10 minutes. Customers may receive Missing file notifications, which will only occur once the tenant’s batch process begins. These notifications are independent of the exact timing of the maintenance window. Additional Considerations There is higher risk for very large files to be affected during this period. Customers are advised to proactively verify file availability after the maintenance window to ensure smooth processing. Support For any questions or assistance, please contact [email protected].

THIS IS A SCHEDULED EVENT Apr 27, 11:00 - 12:00 UTC Apr 15, 09:24 UTC Scheduled - Optimove’s SFTP infrastructure in the EU region is getting updated. We do not expect service interruption beyond the brief SFTP unavailability, and our teams are actively monitoring throughout the maintenance. Maintenance Window & Impact During the update, SFTP file loading may be unavailable for up to 10 minutes. Customers may receive Missing file notifications, which will only occur once the tenant’s batch process begins. These notifications are independent of the exact timing of the maintenance window. Additional Considerations There is higher risk for very large files to be affected during this period. Customers are advised to proactively verify file availability after the maintenance window to ensure smooth processing. Support For any questions or assistance, please contact [email protected].

The issues affecting our login service have been resolved, and we are now closely monitoring performance to ensure continued stability for all users.

THIS IS A SCHEDULED EVENT Apr 20, 07:00 - 08:00 UTC Mar 31, 12:33 UTC Scheduled - We will be performing a scheduled upgrade to the Templates Service. During this window, Templates Service will be unavailable for up to 15 minutes. This means that Template retrieval and updates will fail, causing scheduled and triggered campaign failures for native channels within the 15 minute maintenance window. Transactional sends are not expected to be impacted. Further updates will be shared as needed.

Apr 10, 10:24 UTC Resolved - This incident has been resolved. Apr 10, 10:05 UTC Monitoring - A fix has been implemented for the issue affecting campaign creation in the Campaign Builder. We are monitoring the results to ensure stability. Apr 10, 08:49 UTC Identified - The issue has been identified and a fix is being implemented. Apr 10, 08:41 UTC Investigating - We are investigating an issue affecting the Campaign Builder, where some users may be unable to create campaigns. Our team is working to identify the root cause and restore normal functionality as quickly as possible.

Apr 7, 09:22 UTC Resolved - This incident has been resolved. Apr 7, 09:22 UTC Monitoring - A fix has been implemented and we are monitoring the results. Apr 7, 08:10 UTC Identified - The issue has been identified and a fix is being implemented. Apr 7, 07:51 UTC Investigating - We are currently investigating this issue.

Mar 23, 13:00 UTC Completed - The scheduled maintenance has been completed. Mar 23, 07:00 UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar 22, 15:13 UTC Scheduled - On March 23rd starting at 07:00 UTC, we will be performing an infrastructure update to improve system stability. No downtime or customer impact is expected. The update will be applied across all regions simultaneously, and our team will closely monitor the process.

Mar 17, 14:55 UTC Resolved - This incident has been resolved. Mar 17, 14:13 UTC Update - A fix has been implemented and we are monitoring the results. Mar 17, 14:01 UTC Monitoring - A fix has been implemented and we are monitoring the results. Mar 17, 13:37 UTC Update - We have identified the source of the issue leading to delays in campaign execution - Mitigation is in progress. Our team is working to restore normal service and will provide another update soon. Mar 17, 12:49 UTC Identified - We are currently experiencing an issue causing unexpected errors and delays in campaign execution. What we’re doing- Our engineering team is actively investigating the root cause and working to restore normal execution as quickly as possible. Next update- We will provide an update within 1–2 hours, or sooner if there are any significant developments.

Mar 14, 10:10 UTC Resolved - This incident has been resolved. Mar 14, 09:02 UTC Investigating - We are currently experiencing unexpected errors leading to delays in campaign execution. What We’re Doing: Our engineering team is actively investigating the root cause and working to restore normal execution as quickly as possible. Next Update: We will provide an update within 1–2 hours, or sooner if new information becomes available

Mar 10, 14:00 UTC Completed - The scheduled maintenance has been completed. Mar 10, 13:00 UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jan 12, 08:39 UTC Scheduled - Optimove ETL infrastructure is getting updated. During this upgrade, Optimoves ETL stage in the batch process will have reduced performance. Some tenants might experience delay in batch update process completion, which could delay campaign execution by up to 2 hours ( we expect no delay ). For more information, please reach out to our Support team at: [email protected]

Mar 9, 12:30 UTC Completed - The scheduled maintenance has been completed. Mar 9, 11:30 UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb 2, 13:30 UTC Scheduled - Optimove ETL infrastructure is getting updated. During this upgrade, Optimoves ETL stage in the batch process will have reduced performance. Some tenants might experience delay in batch update process completion, which could delay campaign execution by up to 2 hours ( we expect no delay ). For more information, please reach out to our Support team at: [email protected]

Jan 22, 09:12 UTC Resolved - This incident has been resolved. Jan 21, 20:48 UTC Monitoring - Our teams are investigating the issue and have identified conditions that affected system stability. We are actively working to restore normal operation and have placed the service under close monitoring to ensure continued stability. Additional updates will follow. Jan 21, 19:58 UTC Update - We are continuing to work on stabilizing the system. At this time, the service remains in a degraded state, and while mitigation efforts are ongoing, the root cause has not yet been identified. Our teams are actively investigating and will provide further updates as soon as more information becomes available. Jan 21, 19:04 UTC Investigating - We are seeing degraded performance affecting the Real Time Track and Trigger component in the USA region. This can result in delays or slower processing of real-time events and may impact US Track and Trigger campaigns.

Jan 20, 13:22 UTC Resolved - This incident has been resolved. Jan 20, 12:19 UTC Monitoring - A fix has been implemented and we are monitoring the results. Jan 20, 09:35 UTC Identified - We’ve identified an issue impacting OptiText SMS message sending/delivery related to a change made by an external SMS provider. We’re working closely with the provider to restore normal service. Jan 20, 08:06 UTC Investigating - We’re investigating an issue impacting OptiText SMS message sending/delivery. Our team is working to identify the cause and restore normal service.

A fix has been applied and scheduled campaign batches are progressing, though some delays have already occurred. We are still seeing issues impacting campaigns using Conditional Execution, Re-evaluate Target Group, and “Run Now”, which may continue to appear as delayed or show “Failed” / “Not Run” status. We are monitoring closely and continuing to work toward full resolution.

We continue to monitor recovery. Some delays may still be observed for campaigns using Conditional Execution, Re-evaluate Target Group, and “Run Now”. For campaigns showing a “Not Run” status, re-running the campaign from the Optimove platform is available.

We continue to monitor recovery. While batch processing remains active, we are still observing additional issues that may impact campaigns using Conditional Execution, Re-evaluate Target Group, and “Run Now”. Some delays or “Failed” / “Not Run” statuses may still occur. Further updates will be shared as progress continues.

We observed degradation impacting scheduled campaign execution and have rolled out an additional fix. Campaign processing is ongoing, and some delays or “Failed” / “Not Run” statuses may still be observed for campaigns using Conditional Execution, Re-evaluate Target Group, and “Run Now”. We are closely monitoring recovery.

Campaign batch processing is operating normally. We are still monitoring issues impacting campaigns using Conditional Execution, Re-evaluate Target Group, and “Run Now”, which may continue to experience delays or show “Failed” / “Not Run” status. Further updates will be provided as we continue to work toward full resolution.

A mitigation has been applied and OptiMail metrics processing has been restored for EU & US tenants. Some customers may still see missing or delayed metrics for the period while we assess recovery/backfill options and continue monitoring system stability