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

Update timeline

1. resolved Jul 13, 2025, 01:10 AM UTC

   In the France Data Center, access to ChorusDT service through the SAP Concur website was unavailable. Affected users may have experienced "Service Unavailable" error when attempting to log 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.

2. resolved Jul 13, 2025, 01:34 AM UTC

   In the France Data Center, access to ChorusDT service through the SAP Concur website was unavailable. Affected users may have experienced "Service Unavailable" error when attempting to log in. As the Incident Response Team (IRT) was investigating, the issue self-recovered. 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.

3. resolved Jul 28, 2025, 09:51 AM UTC

   Interim RCA Impact as Reported: In the France Data Center, access to ChorusDT service through the SAP Concur website was unavailable. Affected users may experience "Service Unavailable" error when attempting to log in. Root cause: The application services took longer than expected to recover after scheduled maintenance completed on the database tiers. The Service Engineering team is reviewing the process to identify any improvements that can be made to reduce the time to recover. We will provide an update after the review is completed. Corrective Actions: Corrective actions will be determined once root cause has been fully identified.

4. resolved Aug 07, 2025, 10:54 AM UTC

   Impact as Reported: In the France Data Center, access to ChorusDT service through the SAP Concur website was unavailable. Affected users may have experienced "Service Unavailable" error when attempting to log in. Root cause: The application services took longer than expected to recover after a scheduled maintenance completed on the database tiers and an application tiers restart was triggered as standard procedure to ensure connectivity is reestablished timely. The restart job failed to execute correctly, causing a delay in the restoration of connectivity the extended past the planned maintenance window. After the incident, a design defect was identified with the automation used to restart the application tier that caused the job to fail to execute if less than a set percentage of nodes were already available. Corrective Actions: The following corrective and preventative actions were identified: Update the restart job to allow restarts if all nodes are unavailable Update the maintenance procedures with more targeted reboots and allow more time for recovery.