parcelLab had 8 outages in the last 2 years totaling 18780h 23m of downtime — averaging 0.3 incidents per month.
There were 8 parcelLab outages since April 28, 2025 totaling 18780h 23m of downtime. Each is summarised below — incident details, duration, and resolution information.
According to our monitoring system this service has become unresponsive, we’re investigating.
Service is back up.
A database index build operation is currently degrading API performance leading to slower responses and refused/times out connections. Our team is investigating.
API recovered as the database cluster triggered failover to new nodes.
Issue resolved and database cluster fully operational again. We are monitoring and checking the root cause.
All metrics have recovered. We continue to monitor.
A background database optimization exposed an issue in connection handling, causing slower responses and intermittent API errors. We restored normal service through a database failover and cleared the accumulated requests. The database optimization has since completed successfully. To prevent recurrence, we have updated these background operations to release connections promptly, preventing the buildup that caused this incident. We have also added automated tests for this scenario.
Across that broad main span: 1,609 5xx responses over 163,466 requests, ~0.98% overall. Root cause: denic (.de registry) name resolution failure https://blog.denic.de/en/denic-reports-resolved-dnssec-disruption-affecting-de-domains/
The return registration and order submission API were affected by a credential de-sync issue, for about 3 minutes and not operational in this timeframe.
We experienced an outage the core infrastructure when a rotation of containers failed. The issue lasted for roughly 75 seconds. All systems are recovered.
Issue: The search index in app.parcellab.com has failed and is currently being rebuilt. Impact: Search functionality within app.parcellab.com, API, and connected plugins (e.g. Zendesk integrations) will return errors. Unaffected: All data ingestion, background processing, and email sending continue to operate normally. Status: Index rebuild in progress. Service will resume automatically once complete.
We are scaling up the infrastructure to speed up index build.
We experienced an API service degradation causing timeout issues. The database scaling is now complete and API should be fully available. We are still rebuilding the search index.
Search is available again with a limited index, therefore not all search terms are fully available again. Searches for email address, order numbers and tracking numbers are working again.
We confirm the search to be working in limited functionality. Searches for email address, order number and tracking number are available. Other search fields and filters remain inactive, as the search master index is being rebuilt. We will update once this is completed.
During this period, users who were not already logged in may have experienced difficulty accessing their accounts. The issue has been fully resolved. If you are still experiencing login problems, please clear your browser cache and try logging in again.
Login to portal is not working since 40+ mins. Team is investigating and resolving the issue.
Login service is back up, but it requires user session to expire before prompting a new login — you can accelerate that by resetting your cookies for the last 24 hours, e.g. for Chrome like described in this guide: Delete Chrome Cookies (PDF)