Resolved after 56 minutes, affecting Travel, on September 20, 2025.
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.
Affected components
Update timeline
- resolved Sep 20, 2025, 11:41 AM UTC
We are working to determine the user impact and will provide information as it becomes available.
- resolved Sep 20, 2025, 12:30 PM UTC
In the US2 Data Center, submitting travel bookings in the new Concur Travel through the SAP Concur website and SAP Concur mobile app was below expected level. Affected users may have experienced intermittent errors when attempting to submit their travel bookings. As the Incident Response Team (IRT) was starting to investigate the issue , the service automatically self-recovered. We have verified that service performance is stable and will now resolve the incident. An investigation into the root cause of this incident will be conducted , and a root cause analysis report provided when that investigation is complete.
- resolved Oct 02, 2025, 02:00 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.
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