Sherweb experienced a major incident on July 8, 2026 affecting General and Sherweb Hosted Services and 1 more component, lasting 8d 21h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 08, 2026, 01:13 PM UTC
We are currently investigating an issue impacting Cumulus Portal . 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 Jul 08, 2026, 01:36 PM UTC
This is an update regarding the ongoing disruption to Cumulus Impact Level: Partial Outage You may currently be experiencing the inability to create a new organization in Cumulus 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 14:30 EDT on Jul 08th
- identified Jul 08, 2026, 01:48 PM UTC
This is an update regarding the ongoing disruption to Cumulus Impact Level: Partial Outage You may currently be experiencing the inability to create a new organization in Cumulus Current Progress: Our team has identified the potential cause come from a Data Base sync issue and is currently implementing a fix. Next Update: We will continue to monitor the implementation and will provide our next update by 14:30 EDT on July 08th
- resolved Jul 08, 2026, 01:58 PM UTC
The issue affecting Cumulus has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restarted the Sync on the affected DB at 14:00, 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 July 16th. If you are still experiencing service-related issues, please contact our support team for further assistance.
- resolved Jul 17, 2026, 10:52 AM UTC
Below is the post-incident report for the service disruption on July 8th, including what happened, the cause, and the steps taken to prevent recurrence. Summary Date of Incident: July 8th Duration of Outage: 45 minutes – 13:15 – 14:00 EDT Maximum Impact Level: Partial Outage Services Impacted: Cumulus Client Impact: Inability to create a new organization in Cumulus Root Cause Summary: A databased timeout creating a backlog in the processing queue Technical Root Cause The disruption was triggered by a distribution process component that failed to process request. This resulted in timeout errors in our SQL database and a backlog of unprocessed items in the distribution queue Resolution Timeline All times are in EDT 13:15: Incident detected by our monitoring systems. 13:48: Engineering team isolated the affected distribution queue. 13:58: A fix was deployed to clear the SQL contention, restoring full functionality. Preventative Measures To prevent a recurrence of this specific issue, we are taking the following actions: Improve bulk process in the Database connection If you are still experiencing service-related issues, please contact our support team for further assistance.