Piano.io incident

CXense - Delays in ingestion of user profile updates

Minor Resolved View vendor source →

Piano.io experienced a minor incident on December 3, 2025 affecting API Endpoints - cxense - api.cxense.com, lasting 19h 31m. The incident has been resolved; the full update timeline is below.

Started
Dec 03, 2025, 08:15 PM UTC
Resolved
Dec 04, 2025, 03:46 PM UTC
Duration
19h 31m
Detected by Pingoru
Dec 03, 2025, 08:15 PM UTC

Affected components

API Endpoints - cxense - api.cxense.com

Update timeline

  1. identified Dec 03, 2025, 08:15 PM UTC

    We have identified an issue affecting the ingestion of user profile updates, causing processing delays. Our engineering team has implemented remediation measures, and we are currently working to process the backlog of delayed updates.

  2. identified Dec 03, 2025, 09:14 PM UTC

    Backlog of delayed updates have been processed. We continue to monitor the situation.

  3. monitoring Dec 03, 2025, 09:39 PM UTC

    We continue to monitor the situation.

  4. resolved Dec 04, 2025, 03:46 PM UTC

    This incident has been resolved.

  5. postmortem Dec 17, 2025, 08:52 AM UTC

    RCA report for the incident can be found at [**this link**](https://docs.piano.io/wp-content/uploads/2025/12/2025-12-03-RCA-Delays-in-ingestion-of-user-profile-updates.pdf).