Sardine Outage History

Summary On December 8, 2025, Sardine's AML screening integration service experienced two outages affecting Sanctions / PEP / Adverse Media Screening. First Outage: Start Time: 2025-12-08 06:13:05 UTC End Time: 2025-12-08 08:56:05 UTC Second (minor) Outage (only a few transactions were affected during this long period): Start Time: 2025-12-08 13:58:26 UTC End Time: 2025-12-08 18:09:22 UTC What Happened? Sardine’s screening partner experienced an outage within their product resulting in some screening API responses being returned as NULL for the screening requests. During the incident, Sardine responded with reason code SSFD, indicating the screening failure. If you have an alert queue configured for this reason code, you may have seen an increased number of alerts because of the incident. We recommend to rerun all the events during this period for the correct screening results to an inquiry.

Our third party provider for DocKYC experienced a service interruption on their platform that affected their Onboarding and Authentication services. The service has been fully restored and they're continuing to actively monitor the situation to ensure the stability of their systems. Start time: Dec 04 02:59:10 PM UTC End time: Dec 04 03:13:54 PM UTC Total duration: 14 minutes

Not a direct Sardine issue nor we were affected directly but AWS had an issue in N. Virginia zone: https://health.aws.amazon.com/health/status

This incident has been resolved.

This incident has been resolved.

We encountered an issue executing workflows via the Customers API, between Sept 18th 11:10pm UTC to Sept 19th 3:16 PM UTC. The team performed a fix for the issue, and customer's workflows should be working as expected again.

Our third party provider for Bank enrichment encountered an outage on their end, remaining unavailable for 40 minutes with timeouts. During the outage, the system returned HTTP 500 responses for about 5 minutes. After 40 minutes of remediation, their system recovered. The issue started 10:55 AM UTC and ended on 11:45 AM UTC.

While deploying a new component to display Synthetic ID information we changed the way the backend and frontend communicates which brought issues. - This did not cause any data loss/risk analysis errors, it only prevented clients from opening specific customer sessions. - All sessions can be visualized normally after the fix was deployed. (around 11 PM UTC) - The problem started with the new Backend version deployment, around 8 PM UTC, and was fixed around 11 PM UTC.

This incident has been fully resolved. Sandbox US search was re enabled during the weekend.

We had increased latency on the following endpoints: - v1/customers - v1/issuing/risks From 13:45 UTC to 14:13 UTC

- Latency was up to 10s and roughly 65% of requests timed out between 12:37 UTC and 12:45 UTC

We had elevated latency and timeouts from 10:40 AM to 11:15 AM UTC, due to simultaneous spikes in activity in multiple customers. Responses are back to normal on all APIs now, we are continuing monitoring.

We experienced high latency on our APIs: - Issuing/risk - Customers - Feedback From 8:31 UTC to 8:42 UTC on June 28.

Between 16:10 and 16:12 UTC we experienced increased latency

This incident has been resolved.

This incident has been resolved.

This is now fixed, all functionalities are back. We'll share a postmortem here as soon as we have it.