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

Update timeline

1. resolved Sep 17, 2025, 09:32 PM UTC

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

2. resolved Sep 17, 2025, 09:45 PM UTC

   In the US2 Data Center, login access via the SAP Concur website and SAP Concur mobile app is currently unavailable. Impacted users may encounter intermittent issues when attempting to sign 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 17, 2025, 10:26 PM UTC

   In the US2 Data Center, login access via the SAP Concur website and SAP Concur mobile app was unavailable. Impacted users may have encountered intermittent issues when attempting to sign in. 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.

4. resolved Sep 18, 2025, 12:34 AM UTC

   In the US2 Data Center, login access via the SAP Concur website and SAP Concur mobile app was intermittently unavailable. Impacted users may have experienced intermittent issues when attempting to sign in, subsequent retry attempts would have resulted in successful access. The Incident Response Team (IRT) updated the configuration settings on the application server tier to restore service. We have verified that service performance is stable and will now resolve this 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.

5. resolved Sep 25, 2025, 01:24 PM UTC

   FRCA Impact as Reported: In the US2 Data Center, login access via the SAP Concur website and SAP Concur mobile app was unavailable. Impacted users may have encountered intermittent issues when attempting to sign in. Root cause: A travel database was inadvertently restarted due to human error during a routine maintenance operation resulting in a failover that caused an initial brief service degradation. After the failover, a poorly optimized query on the same database caused performance issues for logins and travel booking, leading the Incident Response Team to perform a new failover to address the performance issues. Corrective Actions: The following corrective and preventive actions were identified: The offending query will be deprecated and removed to prevent further performance issues. The maintenance activity the led to the initial fail over will be automated to remove the possibility of human error. An additional instance confirmation step will be added to the manual job that was used in the maintenance operation to validate the database being targeted.