Sherweb experienced a major incident on May 13, 2026 affecting C2 ITSM and Sherweb Hosted Services and 1 more component, lasting 1h 22m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 13, 2026, 09:53 AM UTC
We are currently investigating an issue impacting C2 - Production 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.
- monitoring May 13, 2026, 10:11 AM UTC
This is an update regarding the ongoing disruption to our C2 services . Impact Level: Recovering You should now be able to connect to our C2 services and utilize them. Current Progress: Our Team has implemented the fix, and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Next Update: We will continue to monitor the fix implemented and will provide our next update by 11:15 AM ET .
- resolved May 13, 2026, 11:15 AM UTC
The issue affecting C2 has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restarted our C2 services after implementing a fix at 10:07 AM ET, 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 May 20th. If you are still experiencing service-related issues, please contact our support team for further assistance.