Expense, Travel, Invoice, Request, Imaging, Analysis/Intelligence: P1

Update timeline

1. resolved Sep 26, 2025, 03:24 AM UTC

   We are working to determine the user impact and will provide information as it becomes available.

2. resolved Sep 26, 2025, 04:04 AM UTC

   In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app are unavailable. Affected users may experience an error when logging in. The Incident Response Team (IRT) is currently investigating. Our next scheduled update will be in one hour or sooner should a significant change occur.

3. resolved Sep 26, 2025, 04:55 AM UTC

   User impact since the last update has changed. In the US2 Data Center, overall login success through the SAP Concur website and mobile app is approximately 50% below the expected level. Some users are unable to log in and are receiving timeout errors. Users who are able to log in may still experience degraded performance, including limited or failed access to certain SAP Concur services. The Incident Response Team (IRT) has identified the root cause and is assessing the best action to fully restore service. Our next scheduled update will be in one hour or sooner should a significant change occur.

4. resolved Sep 26, 2025, 05:06 AM UTC

   In the US2 Data Center, overall login success through the SAP Concur website and SAP Concur mobile app was approximately 50% below the expected level. Some users were unable to log in and received timeout errors. Users who were able to log in still experienced degraded performance, including limited or failed access to certain SAP Concur services. Services have returned to normal operating levels. We will continue monitoring performance for the next 15-30 minutes to verify stability. Once verified as stable the incident will be resolved.

5. resolved Sep 26, 2025, 05:23 AM UTC

   In the US2 Data Center, overall login success through the SAP Concur website and SAP Concur mobile app was approximately 50% below the expected level. Some users were unable to log in and received timeout errors. Users who were able to log in still experienced degraded performance, including limited or failed access to certain SAP Concur services. The services automatically self-recovered as the Incident Response Team (IRT) was investigating. We have verified that service performance is stable and will now resolve the incident. An investigation into the root cause of this incident will now be conducted, and a root cause analysis report provided when that investigation is complete.

6. resolved Oct 02, 2025, 02:08 PM UTC

   Impact as Reported: In the US2 Data Center, Concur Travel, Concur Expense, Concur Request, and Analysis/Intelligence customers intermittently experienced performance issues in the SAP Concur website and SAP Concur mobile app. Affected users may have been able to login, however, once logged in, could have encountered errors or latency when attempting to access Analysis/Intelligence, submit expense reports, submit requests, or search and book travel. Root cause: The root cause of the incident has been identified in a recent change applied to an existing query, resulting in excessive resources utilization on a core database server when the query was being executed, and leading to degraded performance for all the services and workflows dependent on the impacted database server during those periods. The issue was initially mitigated by forcing a better optimized query plan, and ultimately rolling back the query to a previous version. Corrective Actions: The offending change has been reverted, fully removing the root cause of the incident. A new index is being added to the impacted database to reduce the chance of similar issues occurring. Integration testing procedures for these type of code updates are being reviewed to increase the level of stress load testing performed prior to release in production.