Scalepoint incident

Disruption of service - CORE & HUB & ClaimShop

Critical Resolved View vendor source →

Scalepoint experienced a critical incident on November 13, 2025 affecting All (Entire system affected) and Automation Engine and 1 more component, lasting 19h 41m. The incident has been resolved; the full update timeline is below.

Started
Nov 13, 2025, 09:08 AM UTC
Resolved
Nov 14, 2025, 04:49 AM UTC
Duration
19h 41m
Detected by Pingoru
Nov 13, 2025, 09:08 AM UTC

Affected components

All (Entire system affected)Automation EngineAll (Entire system affected)Business IntelligenceSandboxScalepoint Service PortalAutomation EngineCommunicationCommunicationVouchers

Update timeline

  1. identified Nov 13, 2025, 09:08 AM UTC

    Users are experiencing issues accessing and working in CORE & HUB and ClaimShop systems. The issue is being investigated with the highest priority, and we will provide an update as soon as we have additional information to provide and/or the issue has been resolved.

  2. identified Nov 13, 2025, 09:21 AM UTC

    We are continuing to work on the issue at highest priority.

  3. identified Nov 13, 2025, 09:23 AM UTC

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

  4. monitoring Nov 13, 2025, 09:52 AM UTC

    A fix is being implemented. All eyes on brining systems online and monitoring the effects.

  5. monitoring Nov 13, 2025, 09:58 AM UTC

    Systems are slowly coming back online. We continue to monitor the situation.

  6. monitoring Nov 13, 2025, 10:01 AM UTC

    We are continuing to monitor for any further issues.

  7. monitoring Nov 13, 2025, 10:04 AM UTC

    Whilst many systems are back online, users may still experience degraded performance. Users of ClaimShop NO is still experiencing major outtage.

  8. monitoring Nov 13, 2025, 10:09 AM UTC

    ClaimShop for norwegian users is now online as well. We continue to monitor the situation.

  9. monitoring Nov 13, 2025, 10:09 AM UTC

    We are continuing to monitor for any further issues.

  10. monitoring Nov 13, 2025, 10:27 AM UTC

    All systems are operational again. Investigation into the issue is ongoing. We are monitoring the effects, especially in relation to automation processes.

  11. monitoring Nov 13, 2025, 10:56 AM UTC

    Many users attempting to regristrer items through ClaimShop Self Service are still experiencing issues.

  12. monitoring Nov 13, 2025, 10:59 AM UTC

    ClaimShop Self Service is back online. Work is still ongoing.

  13. monitoring Nov 13, 2025, 01:02 PM UTC

    Work is still ongoing. We have identified issues related BI clusters.

  14. monitoring Nov 13, 2025, 02:36 PM UTC

    We are still working to resolve minor issues in backend services. Critical services are all operational. We expect to perform related maintance work to restore remaining services tonight at 21:00. This may result in a short downtime on ClaimShop or ClaimsCORE & HUB environments.

  15. monitoring Nov 13, 2025, 08:11 PM UTC

    Maintanence work is ongoing.

  16. resolved Nov 14, 2025, 04:49 AM UTC

    This incident has been resolved.

  17. postmortem Nov 17, 2025, 09:55 AM UTC

    _Our production database environment experienced an unexpected outage. A failure at the storage layer caused a loss of quorum within our production SQL Server failover cluster, impacting the majority of its nodes. As a result, all production databases became temporarily unavailable._ _Our team immediately initiated recovery procedures. All affected cluster nodes have since been fully restarted, and the SQL Server cluster is fully back online and operating normally._ _We are already working on preventive measures to avoid similar incidents in the future._