[GLOBAL][Data & Analytics] - Kafka upgrade version incident notification

Update timeline

1. investigating Oct 30, 2025, 04:15 PM UTC

   We are currently investigating an incident affecting our Data & Analytics offering, which is causing temporary functionality issue on Kafka services. Here are some supplementary details : Start time : 28/10/2025 12:00 UTC Impacted Service(s) : Upgrading version trigger an error ("cannot upgrade from version 3.8 to x.y"). Ongoing Actions : Our teams are investigating to determine the origin of the incident to fix it. We will keep you updated on the progress and resolution. We apologize for any inconvenience caused and appreciate your understanding.

2. identified Oct 31, 2025, 12:18 PM UTC

   We are currently experiencing an ongoing incident. We have determined the origin of the issue affecting our Data & Analytics offer on Kafka services. Here are some supplementary details : Start time : 28/10/2025 12:00 UTC Impacted Service(s) : Upgrading version trigger an error ("cannot upgrade from version 3.8 to x.y"). Customers Impact : Customers are temporarily unable to upgrade their Kafka version from 3.8 to x.y. Root Cause : This incident is caused by our provider. Ongoing Actions : The incident has been identified and our teams are working with our provider to restore service as quickly as possible. We will keep you updated on the progress and resolution.

3. identified Nov 03, 2025, 02:50 PM UTC

   We have new information regarding the incident that affected your service(s). Please find below an update on the situation: Update : Our provider has informed us that the migration from 3.8 to x.y version is more complex than initially anticipated, which is the reason why this feature is currently unavailable. However, customers can deploy Kafka version 3.9 or 4.0 in parallel if they need. Upgrade possibility is expected to be available by end January 2026. We will keep you updated on the progress and resolution. We apologize for any inconvenience caused and appreciate your understanding.

4. identified Dec 15, 2025, 02:36 PM UTC

   We are continuing to work on a fix for this issue.

5. monitoring Dec 19, 2025, 08:32 AM UTC

   Monitoring remains active for this incident. Update : Our provider is still working to restore the service as quickly as possible. The migration from 3.8 to x.y version is expected to be available by the end of January 2026. We apologize for any inconvenience caused and appreciate your understanding.

6. monitoring Dec 26, 2025, 12:58 PM UTC

   We have new information regarding the incident that affected your service(s). Please find below an update on the situation: Update : The incident originated on 28/10/2025 12:00 UTC when attempts to upgrade Kafka from version 3.8 to the target x.y release began returning an error. The problem is limited to the upgrade path; existing Kafka clusters continue to operate normally, and no other functionality of the Data & Analytics platform is impacted. Actions in progress : Our teams are working closely with the provider to diagnose the root cause of the upgrade failure. We are monitoring the provider's remediation work in real time and have prepared a fallback path that allows customers to deploy alternative supported versions (e.g., 3.9 or 4.0) in parallel while the primary upgrade path is being restored. Key guidance for customers : No immediate action is required from customers. If you need a newer Kafka version before the official migration is available, you may provision a parallel cluster running version 3.9 or 4.0. We will continue to provide updates as the investigation progresses and will notify you when the upgrade path is fully restored. Root Cause : This incident is caused by our provider. Ongoing Actions : The incident has been identified and corrected. It is being closely monitored to ensure long-term stability. We will keep you updated on the progress and resolution. We apologize for any inconvenience caused and appreciate your understanding

7. monitoring Jan 07, 2026, 07:22 PM UTC

   We have new information regarding the incident that affected your service(s). Please find below an update on the situation: Update : We continue to work with our provider on the incident. Ongoing Actions : The incident has been identified and our teams are mobilised to restore service as quickly as possible. We will keep you updated on the progress and resolution. We apologize for any inconvenience caused and appreciate your understanding.

8. monitoring Feb 18, 2026, 01:46 PM UTC

   We have new information regarding the incident that affected your service(s). Please find below an update on the situation: Update : Our teams are still working closely with our provider to solve the incident. Ongoing Actions : The incident has been identified and our teams are mobilised to restore service as quickly as possible. We will keep you updated on the progress and resolution. We apologize for any inconvenience caused and appreciate your understanding.

9. monitoring Feb 24, 2026, 01:41 PM UTC

   We have new information regarding the incident that affected your service(s). Update : Our provider is still working to restore the service as quickly as possible. Based on our current assessment, we estimate that the incident is expected to be resolved by early March. We will keep you informed as soon as possible. We apologize for any inconvenience caused and appreciate your understanding.

10. monitoring Apr 03, 2026, 02:06 PM UTC

    We have new information regarding the incident that affected your service(s). Update : Our provider is still working to restore the service as quickly as possible. Based on our current assessment, we estimate that the incident is expected to be resolved by mid April. We will keep you informed as soon as possible. We apologize for any inconvenience caused and appreciate your understanding.

11. resolved Apr 17, 2026, 09:42 AM UTC

    We are pleased to inform you that the incident affecting our Data & Analytics has been resolved. Start time : 28/10/2025 12:00 UTC End time : 17/04/2026 09:28 UTC Root Cause : This incident was caused by our provider. We apologize for any inconvenience caused and appreciate your understanding.