Maintain Service Issue - Third-Party Hosting Provider Incident

Update timeline

1. identified Oct 23, 2026, 07:43 AM UTC

   Dear Customers, We are currently aware of an issue affecting Maintain access. Our investigation has determined that the issue originates with a third-party hosting provider, and the incident has been escalated to them as a Priority 1 incident. Their teams are actively investigating and working to restore normal service as quickly as possible. While this is an external infrastructure issue, we are closely monitoring the situation and remain in regular contact with the provider. We will share further updates as soon as additional information becomes available. We apologise for any inconvenience and thank you for your patience. Kind regards, Access Maintain Support Team

2. monitoring Oct 23, 2026, 08:27 AM UTC

   Dear Customers, We are pleased to confirm that the system is back up and working as expected. We will continue monitoring performance throughout the day, as well as liaise with the third party hosting provider to better understand the underlying issue. Please rest assured that we will continue providing meaningful updates. Thank you for your patience and understanding. Warm regards, Access Maintain Support Team

3. resolved Oct 23, 2026, 02:52 PM UTC

   Dear Customers, Upon monitoring, we are pleased to confirm there haven't been any further incidents, and that system performance is running as expected. We will continue working closely with our third party hosting provider to better understand what caused this mornings' incident, as well as identify any potential solution in preventing it from happening in the future. A full root cause analysis will be available upon individual request, once we manage to reach a conclusion with the hosting provider. We appreciate your continued trust and collaboration. Warm regards, Access Maintain Support Team