Sardine Outage History

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Sardine had 42 outages in the last 2 years totaling 41h 47m of downtime — averaging 1.7 incidents per month.

There were 42 Sardine outages since October 20, 2025 totaling 41h 47m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.sardine.ai

Major October 1, 2026

Elevated latency on multiple APIs in PROD-EU

Detected by Pingoru
Oct 01, 2026, 02:49 PM UTC
Resolved
Oct 01, 2026, 07:58 PM UTC
Duration
5h 8m
Affected: Device APIsCustomer APIsBusiness APIFeedback API
Timeline · 5 updates
  1. investigating Oct 01, 2026, 03:36 PM UTC

    We are investigating elevated latency and increased response times affecting Customer API, Feedback API and Business API requests in our PROD-EU environment. Our engineering team is actively investigating, and we will provide an update as soon as we have more information.

  2. investigating Oct 01, 2026, 03:39 PM UTC

    We are continuing to investigate this issue.

  3. identified Oct 01, 2026, 04:39 PM UTC

    A mitigation has been applied and latency is improving. We are continuing to monitor and will post another update later.

  4. monitoring Oct 01, 2026, 05:03 PM UTC

    A fix has been implemented and we are monitoring the results.

  5. resolved Oct 01, 2026, 09:18 PM UTC

    The elevated latency and increased response times affecting the APIs in PROD-EU have been resolved. Response times have returned to normal levels and have remained stable since the fix was applied. We will continue to monitor the environment closely. A root cause analysis (RCA) will be shared once it is complete. We apologize for the disruption.

Read the full incident report →

Minor September 17, 2026

Connection Graph Pipeline Delay – Prod EU

Detected by Pingoru
Sep 17, 2026, 08:12 AM UTC
Resolved
Sep 17, 2026, 11:25 AM UTC
Duration
3h 13m
Affected: Dashboard
Timeline · 2 updates
  1. identified Sep 17, 2026, 08:12 AM UTC

    Severity: Minor Status: Identified / Investigating Affected Component: Connection Graph (Production - EU) Impact: Users may be unable to view Connection Graph data for the past three days. Graphs generated during this window are not currently visible. No other functionality is affected. Description: We have identified a delay in the Connection Graph pipeline in our EU production environment, which began approximately three days ago. As a result, graph data from this period is not currently reflected. We are actively investigating the root cause and working on a resolution. We will post updates here as more information becomes available.

  2. resolved Sep 17, 2026, 11:25 AM UTC

    This incident has been resolved.

Read the full incident report →

Major September 16, 2026

Sandbox EU degradation

Detected by Pingoru
Sep 16, 2026, 12:08 PM UTC
Resolved
Sep 16, 2026, 03:19 PM UTC
Duration
3h 10m
Affected: Customer APIsDashboard
Timeline · 3 updates
  1. investigating Sep 16, 2026, 12:08 PM UTC

    The Sandbox EU environment is experiencing degraded performance. We are working on resolution.

  2. investigating Sep 16, 2026, 12:08 PM UTC

    We are continuing to investigate this issue.

  3. resolved Sep 16, 2026, 03:19 PM UTC

    This incident has been resolved.

Read the full incident report →

Major July 24, 2026

Customer Intelligence tab in US Production Dashboard not showing sessions/transactions

Detected by Pingoru
Jul 24, 2026, 12:42 AM UTC
Resolved
Jul 24, 2026, 02:07 AM UTC
Duration
1h 25m
Affected: Dashboard
Timeline · 5 updates
  1. investigating Jul 24, 2026, 12:42 AM UTC

    We are currently investigating this issue.

  2. identified Jul 24, 2026, 12:58 AM UTC

    The issue has been identified and a fix is being implemented.

  3. monitoring Jul 24, 2026, 01:19 AM UTC

    A fix has been implemented and we are monitoring the results.

  4. monitoring Jul 24, 2026, 01:41 AM UTC

    New sessions are being shown OK, a few older ones might still be missing, they'll be shown shortly.

  5. resolved Jul 24, 2026, 02:07 AM UTC

    This incident has been resolved.

Read the full incident report →

Major July 16, 2026

Degraded Performance for EU Dashboard

Detected by Pingoru
Jul 16, 2026, 12:40 PM UTC
Resolved
Jul 16, 2026, 02:25 PM UTC
Duration
1h 45m
Affected: Dashboard
Timeline · 7 updates
  1. investigating Jul 16, 2026, 12:40 PM UTC

    We are currently experiencing degraded performance in retrieving the latest customer sessions in the Customer Intelligence page. Root cause has been determined. We are working on resolution.

  2. identified Jul 16, 2026, 12:40 PM UTC

    The issue has been identified and a fix is being implemented.

  3. identified Jul 16, 2026, 12:41 PM UTC

    We are continuing to work on a fix for this issue.

  4. identified Jul 16, 2026, 12:41 PM UTC

    We are continuing to work on a fix for this issue.

  5. monitoring Jul 16, 2026, 01:13 PM UTC

    A fix has been implemented and results are being displayed in the Customer Intelligence page. We are monitoring the process until full service is restored.

  6. monitoring Jul 16, 2026, 01:13 PM UTC

    We are continuing to monitor for any further issues.

  7. resolved Jul 16, 2026, 02:25 PM UTC

    The issue has been resolved.

Read the full incident report →

Notice May 22, 2026

Degraded API Latency

Detected by Pingoru
May 22, 2026, 10:00 PM UTC
Resolved
May 22, 2026, 10:00 PM UTC
Duration
—
Timeline · 2 updates
  1. resolved May 22, 2026, 11:31 PM UTC

    From 10:22 UTC to to 11:05 UTC elevated latency could have affected some API requests.

  2. postmortem May 26, 2026, 10:56 PM UTC

    #### Summary Our cache service experienced intermittent latency issues on May 22, 2026. Service has been fully restored. #### What Happened Our cache infrastructure experienced three distinct periods of elevated latency: * 22:23-22:31 UTC * 22:46-22:52 UTC * 23:00-23:05 UTC The system partially recovered between incidents but experienced cascading failures before full restoration at 23:05 UTC #### Why It Happened The incident began with an unusual spike in cache sets and cache deletes that stressed the caching infrastructure. #### What We're Doing About It * Implementing infrastructure improvements to prevent similar incidents resulting from noisy neighbor pattern * Enhancing cache monitoring, alerting and run books * Working with SME’s from our cloud provider to identify and address any contributing factors We apologize for the disruption and appreciate your patience.

Read the full incident report →

Minor May 20, 2026

Documentation is temporarily not available

Detected by Pingoru
May 20, 2026, 09:48 AM UTC
Resolved
May 20, 2026, 10:07 AM UTC
Duration
19m
Affected: Dashboard
Timeline · 2 updates
  1. investigating May 20, 2026, 09:48 AM UTC

    We are currently investigating the documentation unavailability issue.

  2. resolved May 20, 2026, 10:07 AM UTC

    This has been resolved, documentation is available.

Read the full incident report →

Minor May 12, 2026

Dashboard latency when accessing certain items

Detected by Pingoru
May 12, 2026, 04:11 PM UTC
Resolved
May 12, 2026, 08:40 PM UTC
Duration
4h 29m
Affected: Dashboard
Timeline · 3 updates
  1. identified May 12, 2026, 04:11 PM UTC

    The issue has been identified and a fix is being implemented.

  2. monitoring May 12, 2026, 07:26 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved May 12, 2026, 08:40 PM UTC

    This incident has been resolved.

Read the full incident report →

Major March 31, 2026

Sanctions/PEP/Adverse Media provider outage

Detected by Pingoru
Mar 31, 2026, 04:31 PM UTC
Resolved
Mar 31, 2026, 04:31 PM UTC
Duration
—
Timeline · 1 update
  1. monitoring Mar 31, 2026, 04:31 PM UTC

    Mar 31, 16:31 UTC Resolved - The issue has been resolved by the upstream provider, and operations have now returned to normal for Sanctions, PEP, and Adverse Media services. Mar 31, 15:41 UTC Investigating - We are currently investigating this issue

Read the full incident report →

Minor March 17, 2026

Upcoming Maintenance – No Expected Impact

Detected by Pingoru
Mar 17, 2026, 09:00 PM UTC
Resolved
Mar 17, 2026, 09:00 PM UTC
Duration
—
Timeline · 1 update
  1. monitoring Mar 17, 2026, 09:00 PM UTC

    Mar 17, 21:00 UTC Completed - The scheduled maintenance has been completed. Mar 17, 20:00 UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar 11, 13:04 UTC Scheduled - Upcoming Maintenance – No Expected Impact We will be performing scheduled database configuration changes during the following window. All services are expected to remain fully operational throughout the maintenance period. In the unlikely event of any disruption, we will post updates here immediately. EU: Mar 17th 20.00 UTC

Read the full incident report →

Minor March 17, 2026

Issue with logging in the Dashboard

Detected by Pingoru
Mar 17, 2026, 11:08 AM UTC
Resolved
Mar 17, 2026, 11:08 AM UTC
Duration
—
Timeline · 1 update
  1. monitoring Mar 17, 2026, 11:08 AM UTC

    Mar 17, 11:08 UTC Resolved - Issue has been resolved on March 16th 22:20 UTC Mar 16, 16:30 UTC Identified - The issue has been identified and the engineering team is working on a fix. A workaround fix is to clear cache and cookies.

Read the full incident report →

Minor March 12, 2026

Persistent Tags can't be created in Production US

Detected by Pingoru
Mar 12, 2026, 01:14 AM UTC
Resolved
Mar 12, 2026, 01:14 AM UTC
Duration
—
Timeline · 1 update
  1. monitoring Mar 12, 2026, 01:14 AM UTC

    Mar 12, 01:14 UTC Resolved - This incident has been resolved. Mar 11, 22:01 UTC Identified - Starting Mar 11, 2026 — 20:20:27.906 (UTC) we are facing an issue that doesn't allow the creation of Persistent Tags. Requests will go through fine but tags won't be created. Team identified root cause already and it's working on solving it. Persistent tags are also known as customer tags: https://docs.sardine.ai/guides/integration/developerresources/tags#using-customer-tags-in-the-dashboard This ONLY affects Production US, no other environment.

Read the full incident report →

Minor March 4, 2026

Elevated API latency

Detected by Pingoru
Mar 04, 2026, 10:40 PM UTC
Resolved
Mar 04, 2026, 10:40 PM UTC
Duration
—
Timeline · 1 update
  1. monitoring Mar 04, 2026, 10:40 PM UTC

    Mar 4, 22:40 UTC Resolved - This incident has been resolved. Mar 4, 22:15 UTC Identified - The issue has been identified and a fix is being implemented. Mar 4, 22:15 UTC Monitoring - A fix has been implemented and we are monitoring the results. Mar 4, 22:09 UTC Investigating - Team is already working on mitigation and resolution

Read the full incident report →

Minor March 2, 2026

Issue with displaying some sessions on the Dashboard

Detected by Pingoru
Mar 02, 2026, 07:13 PM UTC
Resolved
Mar 02, 2026, 07:13 PM UTC
Duration
—
Timeline · 1 update
  1. monitoring Mar 02, 2026, 07:13 PM UTC

    Mar 2, 19:13 UTC Resolved - This incident has been resolved. Mar 2, 18:29 UTC Update - We are continuing to work on a fix for this issue. Mar 2, 18:25 UTC Identified - The issue has been identified and a fix is being implemented.

Read the full incident report →

Notice February 23, 2026

SSN KYC enrichment partial outage

Detected by Pingoru
Feb 23, 2026, 09:00 PM UTC
Resolved
Feb 23, 2026, 09:00 PM UTC
Duration
—
Timeline · 1 update
  1. resolved Feb 24, 2026, 01:13 AM UTC

    Some TaxID enrichments might have gotten an error while trying to perform them. You'll see STERR error code in the Risk Reason Codes widget of the session. Incident started 21:20 UTC and ended 00:23 UTC.

Read the full incident report →

Minor February 19, 2026

AI agents latency expected due to provider issue

Detected by Pingoru
Feb 19, 2026, 08:59 PM UTC
Resolved
Feb 19, 2026, 08:59 PM UTC
Duration
—
Timeline · 1 update
  1. monitoring Feb 19, 2026, 08:59 PM UTC

    Feb 19, 20:59 UTC Resolved - This incident has been resolved. Feb 19, 16:50 UTC Identified - We are currently experiencing increased latency and timeouts due to service instability with our AI model provider (Google Gemini). Our team is monitoring the situation and working to restore normal performance.

Read the full incident report →

Minor February 19, 2026

Issues when displaying sessions in Dashboard

Detected by Pingoru
Feb 19, 2026, 04:57 PM UTC
Resolved
Feb 19, 2026, 04:57 PM UTC
Duration
—
Timeline · 1 update
  1. monitoring Feb 19, 2026, 04:57 PM UTC

    Feb 19, 16:57 UTC Resolved - This incident has been resolved. Feb 19, 16:24 UTC Monitoring - A fix has been implemented and we are monitoring the results. Feb 19, 14:56 UTC Identified - We are facing an issue that might cause sessions to NOT load in the dashboard. This does NOT affect risk assessment capabilities, it's simply a visual issue and our team is working on fixing it.

Read the full incident report →