Incident Closure - PSA billing integration

Update timeline

1. investigating Jul 31, 2026, 02:55 PM UTC

   We are currently investigating an issue impacting our PSA billing Integration. 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.

2. investigating Jul 31, 2026, 03:46 PM UTC

   This is an update regarding the ongoing disruption to our PSA billing integration Impact Level: Performance Degraded You may currently be experiencing discrepancies have been identified in the data sent to PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. 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 12:00 EDT on Aug 3rd.

3. investigating Aug 03, 2026, 12:47 PM UTC

   This is an update regarding the ongoing disruption to our PSA billing integration Impact Level: Performance Degraded You may currently be experiencing discrepancies have been identified in the data sent to PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. 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 12:00 EDT on Aug 4th.

4. identified Aug 04, 2026, 01:21 PM UTC

   This is an update regarding the ongoing disruption to our PSA billing integration Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team has identified the potential cause as it is the result of a combination change related to the recent Microsoft price update and specific PSA configurations. Our team is currently preparing a rollout that will automatically remove any duplicate entries created in affected PSAs that would negatively impact the invoice. Next Update: We will continue to monitor the implementation and will provide our next update by 14:30 EDT on Aug 4th.

5. identified Aug 04, 2026, 02:40 PM UTC

   This is an update regarding the ongoing disruption to our PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. 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. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on Aug 4th

6. identified Aug 04, 2026, 04:36 PM UTC

   This is an update regarding the ongoing disruption to our PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. 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. A notification will be sent to impacted partner with additional information once the fix will be applied Next Update: We will continue to monitor the fix implemented and will provide our next update by 9:00 EDT on Aug 5th

7. identified Aug 05, 2026, 08:33 AM UTC

   This is an update regarding the ongoing disruption to our PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. A notification will be sent to impacted partner with additional information once the fix will be applied Next Update: We will continue to monitor the fix implemented and will provide our next update by 12:00 EDT on Aug 5th

8. identified Aug 05, 2026, 12:25 PM UTC

   This is an update regarding the ongoing disruption to our PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team has successfully validated the backend solution and is currently deploying it in our production environment. We actively monitoring the deployment to address the issue and restore full service. A notification will be sent to impacted partner with additional information once the fix will be applied Next Update: We will continue to monitor the fix implemented and will provide our next update by 15 :00 EDT on Aug 5th

9. identified Aug 05, 2026, 03:50 PM UTC

   This is an update regarding the ongoing disruption to our PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team has successfully validated the backend solution and is currently deploying it in our production environment. The deployment of the solution is ongoing and we are actively monitoring the deployment to address the issue and restore full service. A notification will be sent to impacted partner with additional information once the fix will be applied Next Update: We will continue to monitor the fix implemented and will provide our next update by 20 :00 EDT on Aug 5th

10. identified Aug 05, 2026, 07:35 PM UTC

    This is an update regarding the ongoing disruption to our PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team has successfully validated the backend solution and is currently deploying it in our production environment. The deployment of the solution is still ongoing and we are actively monitoring the deployment to address the issue and restore full service. A notification will be sent to impacted partner with additional information once the fix will be applied Next Update: We will continue to monitor the fix implemented and will provide our next update by 09:00 EDT on Aug 6th

11. monitoring Aug 06, 2026, 10:27 AM UTC

    This is an update regarding the ongoing disruption to our PSA billing integration Impact Level: Recovering The deployment of the solution has been completed and erroneous data has been removed. However, in some instances data couldn't be removed if the billing was already process. We are preparing targeted communication to partner affected by the erroneous data that couldn't be removed. 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 13:00 EDT on Aug 6.

12. resolved Aug 06, 2026, 05:09 PM UTC

    The issue affecting our PSA billing integration has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully performed a erroneous data removal on the affect PSA and the script finished at 8:00 EDT and data validation was completed at 12:00 EDT, and we have verified that system stability has returned. We have sent a personalized notification to the affected partners with additional data. 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 Aug 13th. If you are still experiencing service-related issues, please contact our support team for further assistance.

13. resolved Aug 19, 2026, 11:58 AM UTC

    Summary Date of Incident: July 31st Duration of Outage: 7 days - July 31st 14:55 EDT – August 6th 17:09 EDT Maximum Impact Level: Performance Degraded Services Impacted: ConnectWise + PSA Billing integration Client Impact: Some customers experienced discrepancies in the data sent to PSA billing integrations. In certain cases, this resulted in unexpected additional entries or duplicate contracts being created within connected PSA systems. Root Cause Summary: A billing issue could occur when a subscription price change happened during a billing cycle transition. An additional prorated adjustment was not always updated after quantity changes, leading to outdated values and synchronization discrepancies with ConnectWise. Resolution Timeline All times are in EDT. Jul 31st 14:55: Incident detected by our monitoring systems. Aug 4th 13:21: Engineering team isolated the affected service Aug 5th 8:33: A fix was deployed to the billing data, restoring full functionality. Aug 6th 17:09: Data discrepancy has been fixed, and additional information has been sent to affected partner Preventative Measures To prevent a recurrence of this specific issue, we are taking the following actions: · We have enhanced our billing validation logic that governs prorated adjustments If you are still experiencing service-related issues, please contact our support team for further assistance.