Sherweb Outage History

Started Jul 08, 2026, 01:13 PM UTC· resolved Jul 17, 2026, 10:52 AM UTC

1. 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.

2. 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

3. 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

4. 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.

5. 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.

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Started Jul 08, 2026, 09:08 AM UTC· resolved Jul 08, 2026, 12:25 PM UTC

1. investigating Jul 08, 2026, 09:08 AM UTC

   We are aware that some customers are experiencing login issues with QuickBooks Online. Our engineering team are actively investigating to identify and resolve the root cause

2. investigating Jul 08, 2026, 09:09 AM UTC

   We are continuing to investigate this issue.

3. monitoring Jul 08, 2026, 11:04 AM UTC

   The login issue with QuickBooks has been resolved. Engineering Team have implemented a fix and continue to monitor for full recovery

4. monitoring Jul 08, 2026, 11:07 AM UTC

   The login issue with QuickBooks has been resolved. Engineering Team have implemented a fix and continue to monitor for full recovery

5. monitoring Jul 08, 2026, 11:07 AM UTC

   We are continuing to monitor for any further issues.

6. resolved Jul 08, 2026, 12:25 PM UTC

   This incident has been resolved.

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Started Jul 06, 2026, 04:13 PM UTC· resolved Jul 09, 2026, 04:27 PM UTC

1. investigating Jul 06, 2026, 04:13 PM UTC

   We are currently investigating an issue affecting July 1st billing for the following products: Afi ConnectSecure HelpGhost NordPass NordStellar H-Sase Brainstorm Impact Level: Partial Outage We’ve identified an issue affecting vendor invoicing for some customers billed on July 1st. Due to missing usage data from June, certain invoices may currently reflect lower-than-expected charges. Current Progress: Our team has identified the potential cause and is currently preparing to implement a fix. Next Update: We will continue to monitor the implementation and will provide our next update by 9am EDT on July 7th.

2. identified Jul 07, 2026, 08:44 AM UTC

   This is an update regarding the ongoing disruption to Afi ConnectSecure HelpGhost NordPass NordStellar H-Sase Brainstorm Impact Level: Partial Outage Current Progress: Our team has identified the potential cause and is actively preparing to implement a fix. No action is required on your part. A communication will be sent specifically to the impacted customers. At this moment, there's no action is required on your part. Next Update: We will continue to monitor progress and provide our next update by 5pm EDT on 07-08-2026

3. identified Jul 08, 2026, 08:26 AM UTC

   This is an update regarding the ongoing July 1st billing disruption for the following product: Afi ConnectSecure HelpGhost NordPass NordStellar H-Sase Brainstorm Impact Level: Partial Outage Current Progress: Our team has identified the potential cause and is actively preparing to implement a fix. A communication will be sent specifically to the impacted customers. At this moment, there's no action is required on your part. Next Update: We will continue to monitor progress and provide our next update by 5pm EDT on Jul 10th

4. resolved Jul 09, 2026, 04:27 PM UTC

   The issue affecting the products listed below has been resolved. Afi ConnectSecure HelpGhost NordPass NordStellar H-Sase Brainstorm Impact Level: Resolved Latest Update: Our team successfully contacted the affected partners and complementary invoice will be sent. 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. If you are still experiencing service-related issues, please contact our support team for further assistance.

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Started Jun 24, 2026, 11:25 AM UTC· resolved Jun 26, 2026, 04:08 PM UTC

1. investigating Jun 24, 2026, 11:25 AM UTC

   We are currently investigating a synchronization issue affecting the Data Protection with Veeam service. As a result, backup statuses may not have been updated since June 24, and newly created backup jobs may not be immediately visible in the user interface. Please be assured that this issue is limited to the display and synchronization of backup information. All scheduled backups continue to run successfully in the backend, and newly created backup jobs are being processed as expected. Our engineering team is actively working to resolve the issue and restore normal synchronization as quickly as possible. We apologize for any inconvenience this may cause and appreciate your patience.

2. resolved Jun 26, 2026, 04:08 PM UTC

   The issue has been resolved, and all services are now operating normally.

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Started Jun 19, 2026, 01:45 PM UTC· resolved Jun 19, 2026, 03:52 PM UTC

1. investigating Jun 19, 2026, 01:45 PM UTC

   We are currently investigating an issue impacting Hosted Exchange Outgoing Emails 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 Jun 19, 2026, 02:25 PM UTC

   This is an update regarding the ongoing disruption to Hosted Exchange . Impact Level: Performance Degraded You may currently be experiencing delays or deferred outgoing emails due to a PTR record-related issue affecting our Hosted Exchange services. Current Progress: Our team is still investigating and working on identifying the cause of the issue. We will continue to monitor the status of service incident and will provide our next update by 3:25pm EDT. Next Update: We will continue to monitor the status of service incident and will provide our next update by 3:25pm EDT.

3. monitoring Jun 19, 2026, 03:02 PM UTC

   This is an update regarding the ongoing disruption to Hosted Exchange. Impact Level: Recovering You should now be able to use Hosted Exchange email services as expected, including sending and receiving emails. However, you may continue to experience intermittent delays when sending emails as the service continues to stabilize. 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 4:00pm EDT.

4. resolved Jun 19, 2026, 03:52 PM UTC

   The issue affecting Hosted Exchange has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restored misconfigured PTR records at 2:45pm EDT, and we have verified that system stability has returned. You may experience slight delays as changes continue to propagate across external email providers. 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 June 26th 2026. If you are still experiencing service-related issues, please contact our support team for further assistance.

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Started Jun 18, 2026, 02:09 PM UTC· resolved Jun 18, 2026, 02:10 PM UTC

1. identified Jun 18, 2026, 02:09 PM UTC

   We have resolved the issue affecting users' ability to save invoices and transactions. Some users were experiencing an error related to sales tax when attempting to save. We apologize for any inconvenience this may have caused.

2. resolved Jun 18, 2026, 02:10 PM UTC

   Incident closed.

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Started Jun 15, 2026, 10:42 AM UTC· resolved Jun 30, 2026, 04:58 PM UTC

1. identified Jun 15, 2026, 10:42 AM UTC

   We have currently identified an issue affecting Azure invoicing for customers in the USA. Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. Some invoices may currently show lower-than-expected charges due to missing usage data from May. Please note: Your actual Azure usage is not impacted and continues to be tracked accurately. The discrepancy is limited to how usage is currently reflected in invoices. Current Status We’ve confirmed that this issue stems from a Microsoft billing data integration failure, where May usage data was not delivered by Microsoft as expected. Our team is actively working with Microsoft to: Restore the missing usage data Ensure invoices are updated to reflect accurate billing Next Update: We will continue to monitor progress and provide our next update by 1:45pm EDT.

2. identified Jun 15, 2026, 01:45 PM UTC

   This is an update regarding the ongoing disruption to Azure Invoices for US customers. Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected charges due to missing usage data from May. What this means for you: Your actual Azure usage is not impacted and continues to be tracked accurately. The discrepancy is limited to how usage is currently reflected in invoices. No action is required on your part. Current Progress Our team continues to actively engage with Microsoft and is currently awaiting a resolution. A communication will be sent specifically to the impacted customers within the US. Once the issue is resolved, we will issue a complementary invoice that includes the missing charges, along with a detailed breakdown of your Azure usage in the Azure Usage Details tab. Next Update: We will continue to monitor progress and provide our next update by 12:00pm EDT on 06-16-2026.

3. identified Jun 16, 2026, 12:00 PM UTC

   This is an update regarding the ongoing disruption to Azure Invoices for US customers. Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected charges due to missing usage data from May. Current Progress An email communication was sent to all impacted accounts about this issue yesterday afternoon. Once the issue is resolved, an additional invoice will be generated to reflect the accurate charges. This invoice will include a detailed breakdown of the Azure usage in the Azure Usage Details tab. Next Update: We will continue to monitor the implementation and will provide our next update by 5:30pm EDT.

4. identified Jun 16, 2026, 05:19 PM UTC

   This is an update regarding the ongoing disruption to Azure Invoices for US customers. Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected charges due to missing usage data from May. Current Progress We are continuing to work closely with Microsoft Support to resolve the underlying issue affecting Azure invoicing for US customers. Our teams remain actively engaged and will provide further updates as progress is made. Next Update: We will continue to monitor the implementation and will provide our next update by 12:30pm EDT on 06-17-2026.

5. identified Jun 17, 2026, 12:12 PM UTC

   This is an update regarding the ongoing disruption to Azure Invoices for US customers. Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected charges due to missing usage data from May. Current Progress We are continuing to work closely with Microsoft Support to resolve the underlying issue affecting Azure invoicing for US customers. Our teams remain actively engaged and will provide further updates as progress is made. Once the issue is resolved, an additional invoice will be generated to reflect the accurate charges. Next Update: We will continue to monitor the implementation and will provide our next update by 5:30pm EDT.

6. identified Jun 17, 2026, 05:00 PM UTC

   This is an update regarding the ongoing disruption to Azure invoicing for US tenants. Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected charges due to missing usage data from May. Current Progress: We are continuing to work closely with Microsoft Support to resolve the underlying issue affecting Azure invoicing for US customers. Our teams remain actively engaged and will provide further updates as progress is made. Once the issue is resolved, an additional invoice will be generated to reflect the accurate charges. Next Update: We will continue to monitor the implementation and will provide our next update by 12:30pm EDT on the 18th of June 2026.

7. investigating Jun 18, 2026, 12:30 PM UTC

   This is an update regarding the ongoing disruption to Azure invoicing for US tenants . Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected charges due to missing usage data from May. Current Progress: We are continuing to work closely with Microsoft Support to resolve the underlying issue affecting Azure invoicing for US customers. Our teams remain actively engaged and will provide further updates as progress is made. A n email communication was sent to all impacted accounts on Monday June 15th. Once the issue is resolved, an additional invoice will be generated to reflect the accurate charges. Next Update: We will continue to monitor the implementation and will provide our next update by 12:30pm EDT on the 19th of June 2026 .

8. investigating Jun 19, 2026, 03:36 PM UTC

   This is an update regarding the ongoing disruption to Azure invoicing for US tenants. Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected charges due to missing usage data from May. Current Progress: Investigating We are continuing to work closely with Microsoft Support to resolve the underlying issue affecting Azure invoicing for US customers. Our teams remain actively engaged and will provide further updates as progress is made. Once the issue is resolved, an additional invoice will be generated to reflect the accurate charges. Next Update: We will continue to monitor the implementation and will provide our next update by 5:30pm EDT on the 22nd of June 2026.

9. identified Jun 22, 2026, 05:03 PM UTC

   This is an update regarding the ongoing disruption to Azure invoicing for US tenants . Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected charges due to missing usage data from May. Current Progress: Identified We are continuing to work closely with Microsoft to resolve the underlying issue affecting Azure invoicing for US customers. Our teams remain actively engaged and will provide further updates as progress is made. Once the issue is resolved, an additional invoice will be generated to reflect the accurate charges. Next Update: We will continue to monitor the implementation and will provide our next update by 5:30pm EDT on the 23rd of June 2026 .

10. identified Jun 23, 2026, 03:45 PM UTC

    This is an update regarding the ongoing disruption to Azure invoicing for US tenants . Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected charges due to missing usage data from May. Current Progress: Implementing Fix Microsoft has deployed a fix addressing the billing data integration failure. Our team is now actively processing the recovered usage data and synchronizing it with our services to ensure accurate billing. Once the issue is resolved, an additional invoice will be generated to reflect the accurate charges. Next Update: We will continue to monitor the fix implemented and will provide our next update by 5:30pm EDT on the 25th of June 2026 .

11. identified Jun 25, 2026, 04:05 PM UTC

    This is an update regarding the ongoing disruption to Azure invoicing for US tenants . Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected charges due to missing usage data from May. Current Progress: Implementing Fix Microsoft has deployed a fix addressing the billing data integration failure. Our team is now actively processing the recovered usage data and synchronizing it with our services to ensure accurate billing. Once the issue is resolved, an additional invoice will be generated to reflect the accurate charges. Next Update: We will continue to monitor the fix implemented and will provide our next update by 5:30pm EDT on the 29th of June 2026 .

12. identified Jun 29, 2026, 04:46 PM UTC

    This is an update regarding the ongoing disruption to Azure invoicing for US tenants . Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected or incorrect charges due to incomplete usage data from May. Current Progress: Implementing Fix Microsoft has deployed a fix addressing the billing data integration failure. Our team is now actively processing the recovered usage data and synchronizing it with our services to ensure accurate billing, while continuing to investigate reports of higher-than-expected charges. Customers with invoices generated after June 24, 2026, may notice higher-than-expected charges. Our team is actively working on implementing a fix for this issue, and we will share further updates as they become available. Our team is in the process of notifying all affected partners about the charges that may be higher-than-expected with additional information on the overbilling. For any billing-related inquiries, please do not hesitate to contact our Billing team at [email protected]. Once the issue is resolved, an additional invoice will be generated to reflect the accurate charges. Next Update: We will continue to monitor the fix implemented and will provide our next update by 5:30pm EDT on the 1st of July 2026 .

13. identified Jun 30, 2026, 09:39 AM UTC

    This is an update regarding the ongoing disruption to Azure invoicing for US tenants . Impact Level: Partial Outage We’ve identified an issue affecting Azure invoicing for customers based in the United States. New Invoices may currently show lower-than-expected or incorrect charges due to incomplete usage data from May. Current Progress: Implementing Fix O ur team is in the process of generating complementary invoices for impacted customers. These invoices are expected to be available to affected customers by the end of the day through Cumulus. Please note that this process may take several hours to complete. An update will be posted once the invoices are available. An email was sent to impacted customers on June 29 regarding invoices generated after June 24 that reflected higher-than-expected charges, along with additional details on the situation. If you have any questions or concerns, please do not hesitate to contact our billing support team at [email protected]. Next Update: We will continue to monitor the fix implemented and will provide our next update by 5:30pm EDT on the 30th of June 2026.

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Started Jun 12, 2026, 08:16 PM UTC· resolved Jun 13, 2026, 08:27 AM UTC

1. investigating Jun 12, 2026, 08:11 PM UTC

   We are currently investigating an issue impacting Microsoft Exchange. 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 Jun 12, 2026, 08:29 PM UTC

   This is an update regarding the ongoing disruption to Hosted Microsoft Exchange Canada services. Impact Level: Performance Degraded A subset of our may currently be experiencing delays in email delivery, slow webmail (OWA) and ActiveSync performance, as well as possible intermittent connectivity issues. 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 8:30pm EST.

3. monitoring Jun 12, 2026, 09:13 PM UTC

   This is an update regarding the ongoing disruption to Hosted Microsoft Exchange Canada services. Impact Level: Recovering You should now be able to use the Hosted Microsoft Exchange services without issues. 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 9:00am EDT the 13th of June.

4. resolved Jun 13, 2026, 08:27 AM UTC

   The issue affecting Microsoft Exchange Canada services has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restored full service functionality across all resources at 9:15pm on 06/12/2026, 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 06/19/2026. If you are still experiencing service-related issues, please contact our support team for further assistance.

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Started Jun 04, 2026, 11:36 AM UTC· resolved Jun 08, 2026, 09:00 AM UTC

1. identified Jun 04, 2026, 11:36 AM UTC

   We are currently investigating an issue impacting M365 Canada Self Service Restore Portal . Impact Level: Identified. Observed Behavior: While using the self service restore portal, customers may face an intermittent issue where the page content is not properly loaded. Normally a retry will successfully load the content. Current Progress: Our engineering team has identified the root cause and mitigaton measures will be applied on June 8th.

2. resolved Jun 08, 2026, 09:00 AM UTC

   We are applying mitigation measures to fix the issue.

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Started May 20, 2026, 03:27 PM UTC· resolved May 21, 2026, 07:24 PM UTC

1. investigating May 20, 2026, 03:27 PM UTC

   Incident Details: We've identified the cause of an issue where Azure RI charges were missing from invoices generated since May 16 (for customers with billing dates from May 15 to today). We're working to remediate the issue and will provide an update as soon as more information is available." If you have any questions or need further assistance, please don’t hesitate to reach out our support team. Best regards, The Sherweb Technical Support Team

2. resolved May 21, 2026, 07:24 PM UTC

   The issue affecting Azure RI Charges has been resolved, and all services are now operating normally. If you have any questions or need further assistance, please don’t hesitate to reach out our support team. Best regards, The Sherweb Technical Support Team

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Started May 20, 2026, 01:50 PM UTC· resolved May 29, 2026, 10:56 AM UTC

1. investigating May 20, 2026, 01:50 PM UTC

   We are currently investigating an issue impacting [Service/ Product Name]. 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. identified May 20, 2026, 02:11 PM UTC

   This is an update regarding the ongoing disruption to Cumulus portal Impact Level: [Major Outage] You may currently be experiencing the Inability to access the Cumulus receiving the following error "Something went wrong, We could not process your request. Please try clearing your browser's cookies and cache or contact us for help" 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 15:15 ET

3. resolved May 20, 2026, 02:51 PM UTC

   The issue affecting Cumulus Portal has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully applied a patch at 14:45 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 27st. If you are still experiencing service-related issues, please contact our support team for further assistance.

4. resolved May 29, 2026, 10:56 AM UTC

   Below is the post-incident report for the service disruption on May 20th, including what happened, the cause, and the steps taken to prevent recurrence. Summary Date of Incident: 2026-05-20 Duration of Outage: Total Duration: 65minutes – 13:35 – 14:50 EST Maximum Impact Level: Major Outage Services Impacted: Cumulus portal Client Impact: users were experiencing inability to access the Cumulus portal and receiving the following error "Something went wrong, we could not process your request. Please try clearing your browser's cookies and cache or contact us for help" Summary: Service disruption encountered during a planned platform migration. Technical Root Cause Following a scheduled migration activity, a service disruption occurred due to storage capacity limits being reached within part of the underlying infrastructure. An unexpected configuration issue led to accelerated disk usage, resulting in resource saturation and system instability. This situation impacted the availability and performance of certain services until remediation measures were implemented. Resolution Timeline All times are in EST 13:55: Incident detected by our monitoring systems. 13:57: Engineering team isolated the affected servers. 14:20: A fix was deployed to the affected disk size, restoring full functionality. Preventative Measures To prevent a recurrence of this specific issue, we are taking the following actions: We are reinforcing our development and validation processes to prevent this type of issue from recurring. This includes expanding pre-production testing to better replicate real-world conditions, with a stronger focus on validating storage behavior and resource utilization before any changes are deployed. We are also enhancing our rollout procedures to ensure configurations are thoroughly reviewed and tested prior to production deployment. If you are still experiencing service-related issues, please contact our support team for further assistance.

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Started May 13, 2026, 09:53 AM UTC· resolved May 27, 2026, 09:47 PM UTC

1. 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.

2. 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 .

3. 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.

4. resolved May 27, 2026, 09:47 PM UTC

   Below is the post-incident report for the service disruption on May 13th, including what happened, the cause, and the steps taken to prevent recurrence. Summary Date of Incident: May 13th 2026 Duration of Outage: Total Duration: 45minutes – 9:30am – 10:15am EST Maximum Impact Level: Major Outage Services Impacted: C2 Client Impact: During this period, users were unable to access the C2 ITSM platform or experienced the application being stuck in a loading state R oot Cause Summary: A pl atform update on the MailEngine failed to apply successfully Technical Root Cause The disruption was triggered by a platform update on the MailEngine services. This resulted in users unable to access C2 and some users were experiencing an infinite loading loop. Resolution Timeline All times are in EST. 9:30 AM – Incident detected by our monitoring systems 10:00 AM – Engineering team isolated the affected server 10:08 AM – A rollback was deployed, restoring full functionality Preventative Measures To prevent a recurrence of this specific issue, we are taking the following actions: Strengthening service monitoring to proactively support tool reliability If you are still experiencing service-related issues, please contact our support team for further assistance.

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Started May 12, 2026, 03:49 PM UTC· resolved May 12, 2026, 05:00 PM UTC

1. investigating May 12, 2026, 03:49 PM UTC

   We're currently investigating an issue that may be affecting some of our services. We appreciate your patience as we work to identify and resolve the problem. We'll provide another update as soon as we have more information

2. investigating May 12, 2026, 04:14 PM UTC

   We are continuing to investigate this issue.

3. monitoring May 12, 2026, 04:54 PM UTC

   A fix has been implemented and we are monitoring the results. We apologize for the inconvenience and hope to get everything up and running soon.

4. resolved May 12, 2026, 05:00 PM UTC

   Our teams have resolved the issue, and users should now be able to run through QuickBooks Payroll functions. Thank you for your patience as we worked to resolve this issue.

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Started May 08, 2026, 11:15 AM UTC· resolved May 08, 2026, 01:40 PM UTC

1. investigating May 08, 2026, 11:15 AM UTC

   We are currently investigating an issue impacting our PurelyHR services . 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 May 08, 2026, 11:35 AM UTC

   This is an update regarding the ongoing disruption to PurelyHR Support. Impact Level: Investigating PurelyHR Support is currently experiencing an issue with our phone service (1‑844‑402‑6557), and incoming calls may not connect. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Workaround: Our support team remains available by email at [email protected]. Next Update: We will continue to monitor the status of service incident and will provide our next update by 12:40 pm ET.

3. identified May 08, 2026, 12:30 PM UTC

   This is an update regarding the ongoing disruption to PurelyHR Support. Impact Level: Performance Degraded You may currently be experiencing issues when attempting to call our PurelyHR Support team through our toll free line: 1‑844‑402‑6557 Current Progress: Our team has identified the potential cause as a misconfigured setting and is currently implementing a fix. Workaround: While we work to fully resolve this issue, you can temporarily bypass the problem by emailing our PurelyHR support team at [email protected]. Next Update: We will continue to monitor the implementation and will provide our next update by 13:29.

4. monitoring May 08, 2026, 12:45 PM UTC

   This is an update regarding the ongoing disruption to PurelyHR Support services. Impact Level: Recovering You should now be able to reach our PurelyHR Support team via phone at 1‑844‑402‑6557 and by email at [email protected]. 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. Workaround: While we work to fully resolve this issue, if you experience any difficulty connecting by phone, you can continue to reach our PurelyHR Support team via email at [email protected]. Next Update: We will continue to monitor the fix implemented and will provide our next update by 1:45 pm ET .

5. resolved May 08, 2026, 01:40 PM UTC

   The issue affecting PurelyHR Support has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully updated our services to enable calls to be routed to the PurelyHR Support team at 12:45 pm ET, and we have verified that system stability has returned. Next Steps: We are conducting a thorough analysis to understand why this happened and to implement safeguards preventing it from occurring again. If you are still experiencing service-related issues, please contact our support team for further assistance via email at [email protected].

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Started May 06, 2026, 03:12 AM UTC· resolved May 06, 2026, 06:48 AM UTC

1. investigating May 06, 2026, 03:12 AM UTC

   We are currently investigating an issue impacting our FortiSase client. Impact Customers may experience delay in getting responses from our support team Current status Our teams are currently investigating. Next update by 4:15 AM EST.

2. investigating May 06, 2026, 04:01 AM UTC

   An issue affecting [FortiSase] services has been identified as of [3:15am ET] . Previous updates We previously reported delay in getting responses from our support team What’s new Our internal team is still investigating the issue with the engineering team Next update by [5:15 AM ET].

3. investigating May 06, 2026, 04:55 AM UTC

   An issue affecting [FortiSase] services has been identified as of [3:15am ET] . Previous updates We previously reported delay in getting responses from our support team What’s new Delay in getting responses from our support team is still expected, Our internal team is still investigating the issue with the engineering team. Next update by [7:15 AM ET].

4. identified May 06, 2026, 06:03 AM UTC

   This is an update regarding the ongoing disruption to [FortiSase]. Impact Level: [Performance Degraded] You may currently be experiencing delay in getting responses from our support team 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 [7:15 am ET].

5. resolved May 06, 2026, 06:48 AM UTC

   The issue affecting [FortiSase] has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully [reverted to previous configuration] at [6:35AM 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.

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Started May 05, 2026, 01:41 PM UTC· resolved May 05, 2026, 02:19 PM UTC

1. investigating May 05, 2026, 01:41 PM UTC

   We are currently investigating an issue impacting our services. 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. resolved May 05, 2026, 02:19 PM UTC

   The issue affecting Cumulus has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team confirmed return to stability at 14:18 ET it was resolved, and we have verified that system stability has returned. If you are still experiencing service-related issues, please contact our support team for further assistance.

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Started May 01, 2026, 04:55 AM UTC· resolved May 01, 2026, 01:01 PM UTC

1. identified May 01, 2026, 04:55 AM UTC

   Dear Customers and Partners, We are currently investigating an issue affecting QuickHelp. Our team is in contact with the support team and actively working toward resolution. We will provide further updates as soon as more information becomes available.

2. resolved May 01, 2026, 01:01 PM UTC

   QuickHelp services are now working normally again. All issues have been resolved.

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Started Apr 27, 2026, 10:50 AM UTC· resolved Apr 27, 2026, 12:21 PM UTC

1. investigating Apr 27, 2026, 10:50 AM UTC

   Some customers are seeing an error when attempting to access the Expense Transactions page. We are aware of the issue and are attempting to fix it. We’ll share updates as soon as we learn more. We apologize for the inconvenience and hope to get everything up and running soon.

2. resolved Apr 27, 2026, 12:21 PM UTC

   This incident has been resolved.

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Started Apr 13, 2026, 12:41 PM UTC· resolved May 06, 2026, 08:22 PM UTC

1. investigating Apr 13, 2026, 12:41 PM UTC

   We are currently investigating an issue affecting our Autotask integration where proration may be impacted. In some cases, prorated lines may be sent with an incorrect or $0 amount. Our teams are actively working with the vendor to identify the root cause and implement a fix as quickly as possible. We will share updates as soon as more information becomes available. Thank you for your understanding. Best regards, The Sherweb Technical Support Team

2. investigating Apr 14, 2026, 02:40 PM UTC

   This is an update regarding the ongoing disruption to Autotask. Impact Level: Investigating You may currently be experiencing issues impacting our Autotask integration. In some cases, prorated lines may be sent with an incorrect amount or display 0$. 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 3:00 PM ET on April 15.

3. investigating Apr 15, 2026, 02:28 PM UTC

   This is an update regarding the ongoing disruption to Autotask. Impact Level: Degraded You may experience prorated contract charges appearing with an incorrect amount or displaying $0 in Autotask (Displaying as having a 100% discount). Current Progress: Autotask has confirmed this issue originates from their services and is related to how unit values are processed. Their Engineering team has deployed a fix to prevent new occurrences. This fix does not retroactively correct previously generated incorrect amounts. Workaround: To retroactively correct the price discrepancies, affected unit prices must be updated directly in Autotask, either manually or by providing Autotask with a list of impacted contracts and contract services, along with the correct unit prices, so they can apply the corrections in bulk. Next Update: We will continue to monitor the fix implemented and will provide our next update by 3:00 PM ET on April 16.

4. identified Apr 16, 2026, 03:00 PM UTC

   This is an update regarding the ongoing disruption to Autotask. Impact Level: Degraded You may experience prorated contract charges appearing with an incorrect amount or displaying $0 in Autotask (Displaying as having a 100% discount). Current Progress: Autotask has confirmed this issue originates from their services and is related to how unit values are processed. Their team is still in the process of implementing a fix to prevent new incorrect amount being displayed. This fix does not retroactively correct previously generated incorrect amounts. We are closely monitoring the changes as they are applied. Workaround: To retroactively correct the price discrepancies, affected unit prices must be updated directly in Autotask, either manually or by providing Autotask with a list of impacted contracts and contract services, along with the correct unit prices, so they can apply the corrections in bulk. Next Update: We will continue to monitor the fix implemented and will provide our next update by 3:00 PM ET on April 20.

5. identified Apr 20, 2026, 01:51 PM UTC

   This is an update regarding the ongoing disruption to Autotask. Impact Level: Degraded You may experience prorated contract charges appearing with an incorrect amount or displaying $0 in Autotask (Displaying as having a 100% discount). Current Progress: Autotask has confirmed this issue originates from their services and is related to how unit values are processed. Their team is still in the process of implementing a fix to prevent new incorrect amount being displayed. This fix does not retroactively correct previously generated incorrect amounts. We are closely monitoring the changes as they are applied. Workaround: To retroactively correct the price discrepancies, affected unit prices must be updated directly in Autotask, either manually or by providing Autotask with a list of impacted contracts and contract services, along with the correct unit prices, so they can apply the corrections in bulk. Next Update: We will continue to monitor the fix implemented and will provide our next update by 3:00 PM ET on April 27.

6. monitoring Apr 27, 2026, 03:00 PM UTC

   This is an update regarding the ongoing disruption to Autotask . Impact Level: Recovering You may experience prorated contract charges appearing with an incorrect amount or displaying $0 in Autotask (Displaying as having a 100% discount) for charges created prior to the 20th of April. Current Progress: Autotask has confirmed this issue originates from their services and is related to how unit values are processed. Their team implemented a fix to prevent new incorrect amount being displayed. This fix does not retroactively correct previously generated incorrect amounts. We are closely monitoring the changes as they are applied. Workaround: T o retroactively correct the price discrepancies, affected unit prices must be updated directly in Autotask, either manually or by providing Autotask with a list of impacted contracts and contract services, along with the correct unit prices, so they can apply the corrections in bulk. Next Update: We will continue to monitor the fix implemented and will provide our next update by 3:00 PM ET on May 1st.

7. monitoring May 01, 2026, 02:46 PM UTC

   This is an update regarding the ongoing disruption to Autotask . Impact Level: Recovering You may experience prorated contract charges appearing with an incorrect amount or displaying $0 in Autotask (Displaying as having a 100% discount) for charges created prior to the 20th of April. Current Progress: Autotask has confirmed this issue originates from their services and is related to how unit values are processed. Their team implemented a fix to prevent new incorrect amount being displayed. This fix does not retroactively correct previously generated incorrect amounts. We are closely monitoring the changes as they are applied. Workaround: To retroactively correct the price discrepancies, affected unit prices must be updated directly in Autotask, either manually or by providing Autotask with a list of impacted contracts and contract services, along with the correct unit prices, so they can apply the corrections in bulk. Next Update: We will continue to monitor the fix implemented and will provide our next update by 3:00 PM ET on May 6th.

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Started Apr 09, 2026, 12:33 PM UTC· resolved Apr 16, 2026, 07:30 AM UTC

1. investigating Apr 09, 2026, 12:33 PM UTC

   We are currently investigating an issue impacting our services. 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 Apr 09, 2026, 01:25 PM UTC

   This is an update regarding the ongoing disruption to helpdesk.sherweb.com services. Impact Level: Degraded You may experience intermittent access issues with helpdesk.sherweb.com, including the ability to submit support requests via our portal and view Knowledge Base articles. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Workaround: While we continue to work on resolving this issue, support requests can be submitted via email at [email protected]. Next Update: We will continue to monitor the status of service incident and will provide our next update by 2:25 pm ET.

3. identified Apr 09, 2026, 01:55 PM UTC

   This is an update regarding the ongoing disruption to Sherweb Helpdesk. Impact Level: Degraded You may experience intermittent access issues with helpdesk.sherweb.com, including the ability to submit support requests via our portal and view Knowledge Base articles. 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. Workaround: While we continue to work on implementing a fix for this issue, support requests can be submitted via email at [email protected]. Next Update: We will continue to monitor the fix implementation and will provide our next update by 2:55 pm ET.

4. monitoring Apr 09, 2026, 02:15 PM UTC

   This is an update regarding the ongoing disruption to Sherweb Helpdesk. Impact Level: Recovering You should now be able to access Sherweb Helpdesk services, including the ability to view Knowledge Base articles and submit support requests. 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 3:15 pm ET.

5. resolved Apr 09, 2026, 03:07 PM UTC

   The issue affecting Sherweb Helpdesk has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully adjusted the available resources for the service at 2:10 pm 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 full RCA report with you by April 15th. If you are still experiencing service-related issues, please contact our support team for further assistance.

6. resolved Apr 16, 2026, 07:30 AM UTC

   Below is the post-incident report for the service disruption on Apr 9th 2026 , including what happened, the cause, and the steps taken to prevent recurrence. Summary Date of Incident: Apr 9th 2026 Duration of Outage: 11:58 - 14:31 EST (2h53 minutes) Maximum Impact Level: Degraded Services Impacted: PowerPage/helpdesk.sherweb.com Client Impact: Intermittent 503 error when accessing helpdesk.sherweb.com Root Cause Summary: The incident occurred because our power Page service usage exceeded the available platform capacity, preventing new requests from being processed reliably Resolution Timeline All times are in EST 11:43 Incident detected by our monitoring systems. 12:40: Engineering team isolated the affected service 13:40: A fix was deployed to restore full functionality. Preventative Measures To prevent a recurrence of this specific issue, we are taking the following actions: Strengthening service monitoring to proactively support continued reliability Technical Root Cause The disruption was triggered by our power Page service usage exceeded the available platform capacity. This resulted in Intermittent 503 error when accessing sherweb.helpdesk.com If you are still experiencing service-related issues, please contact our support team for further assistance.

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Started Apr 08, 2026, 04:10 AM UTC· resolved Apr 08, 2026, 06:39 AM UTC

1. identified Apr 08, 2026, 04:10 AM UTC

   Our engineers have identified an issue where a subset of Business Chrome Extension users are being logged out frequently when the extension setting "Logout on browser close" is turned on via policy. A fix has been identified to mitigate the issue and we are actively working to implement this fix. We will provide another update shortly.

2. resolved Apr 08, 2026, 06:39 AM UTC

   We have confirmed that the issue has been resolved with the latest Chrome extension version 4.152.1. Affected users are advised to upgrade to this version to ensure proper functionality. We will conduct an internal investigation of this issue to help prevent or minimize future recurrence.

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