[App/Intranet/Email] [Americas Region] - Degraded performance in App/Intranet & Employee Email

Update timeline

1. investigating Mar 25, 2026, 03:41 PM UTC

   Affected feature: App/Intranet & Employee Email We have received reports that some customers in the Americas region are experiencing very slow or unresponsive behavior in the App/Intranet and Staffbase Employee Email. Our teams are investigating the behavior and will work to resolve this as quickly as possible. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at [email protected]

2. monitoring Mar 25, 2026, 04:30 PM UTC

   Our engineering teams took immediate actions to restore full service. We will continue to closely monitor the systems and provide a final update to confirm full resolution.

3. resolved Mar 25, 2026, 07:36 PM UTC

   The issue is resolved, and the system has remained stable. We apologize for the inconvenience this has caused. Please get in touch with us at [email protected] in case you're still having any problems. We’re happy to help!

4. postmortem Apr 01, 2026, 07:45 AM UTC

   **Summary** On March 25, 2026, between 4:29pm and 5:29pm \(UTC\), customers on the Americas System experienced a period of severe performance degradation and service unavailability. The issue was identified as a database resource constraint, which was mitigated and fully resolved the same day. **What Happened** The Americas System experienced a performance bottleneck within its internal database layer. Engineering teams identified that a specific background service required additional memory capacity to handle the current data load. To resolve the incident, we increased the allocated capacity for this system in two stages. Performance returned to normal levels by 5:28pm, followed by a period of monitoring before final resolution. **Impact** Between 4:29pm and 5:28pm \(UTC\), some customers on the Americas System were unable to reliably use the platform. **Future Improvements** We are taking the following steps to improve service resilience: * **Environment Parity:** Standardizing resource ratios across all global regions to ensure consistent headroom. * **Enhanced Monitoring:** Implementing specific telemetry for resource utilization to detect capacity requirements more quickly. We apologize for the inconvenience this caused. Thank you for your patience while we work to improve our services. If you have any questions, please reach out to our support team at [[email protected]](mailto:[email protected]).