Optimove Outage History

THIS IS A SCHEDULED EVENT Jun 15, 10:00 - 13:00 UTC Jan 27, 16:16 UTC Scheduled - As Optimove works to strengthen security and align with industry best practices, Optimove is changing how SFTP connections are configured. What is changing Effective June 15, 2026, all SFTP connections to Optimove must be restricted to one or more specific source IP addresses or IP ranges. Connectivity to Optimove's SFTP from IPs which haven't been whitelisted will no longer be supported. Action required To ensure uninterrupted service, please email [email protected] with the following details so we can configure IP allowlist for your SFTP connection: 1. SFTP username used to connect to Optimove 2. Either: * Your source public IP address(es) used for the connection (static egress IPs), or * Your IP range(s) (CIDR notation accepted, for example 203.0.113.0/24) Important If you use multiple usernames or multiple egress IPs/ranges, please include all relevant details. Once this change is applied, only the IP addresses or ranges you provide will be permitted to access Optimove’s SFTP. Please ensure the information you share is complete and accurate. Impact if not completed After June 15, 2026, SFTP connections that are not restricted to approved IPs may be blocked, which can interrupt file transfers. Need help? If you are unsure which public egress IP or range to provide, your IT or infrastructure team should be able to confirm it. Our support team can also help validate formatting.

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 14, 14:00 UTC Completed - The scheduled maintenance has been completed. Apr 14, 13:00 UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar 12, 10:20 UTC Scheduled - Optimove’s SFTP infrastructure in the US region will undergo an upgrade to improve stability and performance. 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 experience 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].

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, 16:46 UTC Resolved - We have confirmed that the issue affecting the Target Group Configuration section has been resolved, and the "Show Size" functionality is now operating normally. We will continue to monitor to ensure ongoing stability. Mar 23, 15:15 UTC Monitoring - We identified an issue affecting the Target Group Configuration section, where the "Show Size" functionality could return "N/A" or fail to load. We have rolled back a recent change, and service is improving. This issue is limited to the UI display only. Target Group size continues to be calculated correctly during campaign execution, and campaigns are not impacted. We are continuing to monitor the situation to ensure full resolution. Mar 23, 15:05 UTC Identified - We are currently experiencing an issue where the Target Group (TG) size cannot be calculated in the Target Group Configuration section. As a result, the "Show Size" functionality may return "N/A" or fail to load. This issue is limited to the UI display only. Target Group size is still calculated correctly during campaign execution, and campaigns are not impacted. Our team is actively investigating the issue and working toward a resolution.

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 23, 12:00 UTC Completed - The scheduled maintenance has been completed. Mar 23, 11:00 UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar 12, 10:23 UTC Scheduled - Optimove’s SFTP infrastructure in the EU region will undergo an upgrade to improve stability and performance. 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 experience 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].

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]

Mar 3, 12:20 UTC Resolved - The issue affecting all Support email inboxes has been resolved. Email processing has resumed, and queued messages are being processed. You may experience short-term delays as we work through the backlog. We do not expect further impact. Thank you for your patience. Mar 3, 11:48 UTC Identified - We have identified the root cause of the issue affecting all Support email inboxes and are working with our service provider on remediation. We expect the issue to be resolved within the next 45 minutes. Emails remain queued and will be processed once service is fully restored. Some response delays and potential SLA impact may occur. For urgent matters, please continue using the Optimove Academy “Submit a request” form or the in-app /help widget. We will provide confirmation once the issue is fully resolved. Mar 3, 10:21 UTC Update - Note: Emails are being queued and will be processed once service is restored. Some response delays and potential SLA impact may occur. Mar 3, 10:20 UTC Investigating - We’re currently investigating an issue where emails sent to our Support inbox are not being processed as expected, which may delay ticket creation and responses. Workaround: Please submit your request via the Optimove Academy “Submit a request” form or use the in-app/help widget to reach our Support teams while we work to restore normal email processing.