Sherweb experienced a major incident on September 4, 2026 affecting C2 ITSM and Sherweb Hosted Services and 1 more component, lasting 1h 13m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 04, 2026, 03:01 PM UTC
We are currently investigating an issue impacting C2 ITSM . Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.
- investigating Sep 04, 2026, 03:16 PM UTC
This is an update regarding the ongoing disruption to our C2 ITSM environment Impact Level: Major Outage You may currently be experiencing delay accessing C2 or the inability to login into the environment Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 17:00 EDT Sept 4th
- identified Sep 04, 2026, 03:57 PM UTC
This is an update regarding the ongoing disruption to our C2 ITSM environnment Impact Level: Major Outage You may currently be experiencing delay accessing C2 or the inability to login into the environment Current Progress: Our team is actively implementing a fix to address the issue and restore full service. We are closely monitoring the changes as they are applied. Slowness and the inability to login into c2 has been resolved Next Update: We will continue to monitor the fix implemented and will provide our next update by 17:00 EDT Sept 4th
- resolved Sep 04, 2026, 04:14 PM UTC
The issue affecting our ITSM environment has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restarted the mail engine at 16:05, and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the post-incident report with you by September 14th. If you are still experiencing service-related issues, please contact our support team for further assistance.