Resolved after 29 minutes, affecting Travel, on July 28, 2025.
In the US2 Data Center, travel bookings for air, car, and hotel services in the New Concur Travel experience via the SAP Concur website and mobile app were performing below expected levels. Affected users may have experienced errors when attempting to book travel in the New Concur Travel. An infrastructure component used to store parameters invoked as part of New Concur Travel workflows hit a throttling limit due to an increase in call volumes - the issue was compounded by a frequently running automation used to refresh a cache of the stored value that due to its retry logic resulted in the throttling persisting and leading to service degradation. Once the issue was identified by the incident response team the automation was stopped to release the pressure that had led to the throttling to persist and service was restored. Corrective Actions: The following corrective and preventive actions have been identified: - Capacity on the infrastructure component is being increased to provide more headroom for sudden call volumes increases. - The automation retry logic is being refactored the prevent it from triggering failure loops has was the case during the incident. - Further monitoring is being implemented to alert when calls volume approach the throttling limit to allow preventive mitigation. - The overall service architecture is being reviewed to reduce the amount of calls made directly to the parameter store and increase its resilience.
Affected components
Update timeline
- resolved Jul 28, 2025, 11:16 PM UTC
We are working to determine the user impact and will provide information as it becomes available.
- resolved Jul 28, 2025, 11:58 PM UTC
In the US2 Data Center, travel bookings for air, car, and hotel services in the New Concur Travel experience via the SAP Concur website and mobile app were performing below expected levels. Affected users may have experienced errors when attempting to book travel in the New Concur Travel. 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.
- resolved Jul 29, 2025, 12:31 AM UTC
In the US2 Data Center, travel bookings for air, car, and hotel services in the New Concur Travel experience via the SAP Concur website and mobile app were performing below expected levels. Affected users may have experienced errors when attempting to book travel in the New Concur Travel. The Incident Response Team (IRT) performed a system task on web services and temporarily paused an automated background process to help restore service. The team is also working to implement measures to help prevent this issue from recurring. We have verified that service performance is stable and will now resolve this incident. An investigation into the root cause is underway, and a root cause analysis report will be provided once it is complete.
- resolved Aug 11, 2025, 05:12 PM UTC
In the US2 Data Center, travel bookings for air, car, and hotel services in the New Concur Travel experience via the SAP Concur website and mobile app were performing below expected levels. Affected users may have experienced errors when attempting to book travel in the New Concur Travel. An infrastructure component used to store parameters invoked as part of New Concur Travel workflows hit a throttling limit due to an increase in call volumes - the issue was compounded by a frequently running automation used to refresh a cache of the stored value that due to its retry logic resulted in the throttling persisting and leading to service degradation. Once the issue was identified by the incident response team the automation was stopped to release the pressure that had led to the throttling to persist and service was restored. Corrective Actions: The following corrective and preventive actions have been identified: - Capacity on the infrastructure component is being increased to provide more headroom for sudden call volumes increases. - The automation retry logic is being refactored the prevent it from triggering failure loops has was the case during the incident. - Further monitoring is being implemented to alert when calls volume approach the throttling limit to allow preventive mitigation. - The overall service architecture is being reviewed to reduce the amount of calls made directly to the parameter store and increase its resilience.
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