[App/Intranet/Email] [German System] - App is loading very slowly

Update timeline

1. investigating Sep 04, 2025, 01:04 PM UTC

   Affected feature: App/Intranet We have received reports that the app is currently loading very slowly for some customers on the German system. 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 this may cause. If you have any questions regarding this topic, please reach out to our support at [email protected].

2. monitoring Sep 04, 2025, 01:38 PM UTC

   We have taken steps to improve the situation, and the app is currently loading normal again. Our teams will continue to monitor the system to ensure that everything remains stable. If you experience any further issues or have questions, please contact our support at [email protected].

3. resolved Sep 04, 2025, 02:59 PM UTC

   The issue is resolved. 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 Sep 26, 2025, 01:46 PM UTC

   **Summary** On September 4, 2025, between 14:50 and 15:38 \(CEST\), customers on the German server experienced unusually slow loading times when using the App & Intranet. The issue was identified and resolved the same day. **What Happened** An internal service responsible for managing media content became temporarily unavailable, which affected how quickly the platform could respond to requests. This caused slower loading times for some areas of the App & Intranet. The system was stabilized by adjusting internal settings, and performance returned to normal. **Impact** Between 14:50 and 16:00 \(CEST\), customers on the German server experienced degraded performance when using the platform. Some areas of the App & Intranet loaded slowly or were temporarily inaccessible. **Future Improvements** We will implement additional checks for the operation of the affected service component and optimize the subsequent alerting, enabling the system to take preemptive measures and prevent user impact. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [[email protected]](mailto:[email protected]).