Piano.io incident
Audience - API Failures happening in Europe environment.
Resolved after 11 hours 25 minutes, affecting API Endpoints - cxense - api.cxense.com, on May 28, 2026.
RCA report for the incident is available at [**this link**](https://docs.piano.io/wp-content/uploads/2026/06/2026-05-28-RCA-Audience-API-Failures-happening-in-Europe-environment.pdf).
Affected components
Update timeline
- identified May 28, 2026, 04:27 PM UTC
We identified an issue in our systems starting around 10:20 UTC that is currently degrading CXSense platform responsiveness over the /public/user/id endpoint. As a result, some users may experience failed requests, while others may experience longer response times and timeouts. Our engineering team is actively investigating and working on mitigation efforts. We will continue to provide updates as more information becomes available.
- monitoring May 28, 2026, 05:10 PM UTC
A fix has been implemented and we are currently monitoring the results. At this time, API performance has returned to normal operation levels and the platform is behaving as expected again. We will continue monitoring closely to ensure stability.
- resolved May 29, 2026, 03:53 AM UTC
This incident has been resolved.
- postmortem Jun 15, 2026, 09:25 AM UTC
RCA report for the incident is available at [**this link**](https://docs.piano.io/wp-content/uploads/2026/06/2026-05-28-RCA-Audience-API-Failures-happening-in-Europe-environment.pdf).
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