Staffbase Outage History

**Summary** On April 27, 2026, between 1:25 PM and 2:16 PM \(CEST\) and again between 4:02 PM and 4:06 PM \(CEST\), customers on the European System experienced service interruptions and inconsistent platform performance. Our teams successfully identified the cause and restored full service functionality. **What Happened** A recent update introduced a specific background process that led to unexpectedly high system utilization within our internal system. This caused the internal system to reach its processing limits, resulting in slow loading times and connectivity errors for the platform. To resolve the issue, our team reverted the recent update and performed a manual reset of the affected internal service components to clear the backlog of processes. While a similar trend was briefly observed on the Americas System, preemptive adjustments were made to ensure that service there remained stable. **Impact** Between 1:25 PM and 2:16 PM \(CEST\) and between 4:02 PM and 4:06 PM \(CEST\), customers on the European System experienced intermittent service interruptions. During these periods, users may have encountered difficulties accessing the App and Intranet or experienced significant delays while navigating the platform. While some symptoms were briefly detected on the Americas System, there was no significant impact on functionality for customers in that region. **Future Improvements** We will implement additional checks for the operation of the affected service component and optimize the subsequent alerting to ensure that similar issues are detected and resolved more quickly in the future. 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]).

**Resolved**: Issues with News Block content availability on Americas system **Summary** Between April 3rd and April 8th, some customers on our Americas system experienced issues when using the News Block within Email Modern. During this time, newly published posts were not appearing in the search results, preventing them from being easily inserted into email drafts. **Root Cause** The issue was caused by a technical limitation in our automated search indexing process. This prevented the news search from updating with new news posts, meaning any content published after the start of the incident was not recognized by the News Block or other search-dependent features. **Resolution** Our engineering teams identified the bottleneck in the search indexing process and increased the available resources for this system. This allowed the backlog of posts to be processed and restored full functionality to the news post search. **Next Steps** To prevent this from happening again, we have permanently adjusted the resource allocation for this process and improved our monitoring to alert us earlier if search index delays occur. We apologize for the inconvenience this caused and for the additional manual effort required to link posts during this period. If you have any remaining questions, please reach out to our support team at [[email protected]](mailto:[email protected]).

**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]).

**Summary** On February 26, 2026, between 19:49 and 20:24 \(UTC\), customers on the US Server experienced issues uploading media files and sending emails containing attachments. The issue was identified and resolved the same day. **What Happened** A background process responsible for managing file uploads and email delivery reached a system utilization limit, which prevented new tasks from being processed. Once the issue was identified, our team made the necessary adjustments to stabilize the system and restore normal operation. Following these adjustments, all pending tasks were processed successfully and service was fully restored by 20:24 \(UTC\). **Impact** Between 19:49 and 20:24 \(UTC\), customers on the US Server were temporarily unable to upload images or videos within the Studio. Additionally, the delivery of emails with media attachments was affected during this timeframe. Other platform functionalities remained available to users throughout this period. **Future Improvements** We will implement additional checks for the operation of the affected service component and optimize the subsequent alerting to ensure that similar issues are detected and resolved more quickly in the future. 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]).

**Postmortem** **Summary** As our investigation of the incident is now complete, we would like to share more details about the issue that occurred on **February 20, 2026, between 12:45 PM CET and 4:17 PM CET** in our **US hosting environment**. **What happened** A recent backend release unintentionally activated a new search-related configuration, which triggered an unusually high volume of background processing. This caused excessive database activity that quickly consumed available storage capacity. As a result, the database became unstable, which led to backend services becoming temporarily unavailable. While initial recovery actions restored service, the issue briefly recurred before additional mitigation measures were applied. Once the underlying cause was identified, we implemented safeguards to stop the background processing, increased database storage capacity, and stabilized the system. **Impact** During the specified timeframe, customers hosted in the US environment were unable to access their apps, intranet, emails, and other dependent services. The total duration of the disruption was around **2 hours and 26 minutes**, across several shorter outage windows. During this time, users were unable to log in or use the platform. Other regions were not affected. **Future Improvements** We are taking several steps to help prevent similar incidents in the future, including: * Improving safeguards around feature activations to prevent unexpected load on critical systems * Increasing database storage resilience and ensuring additional capacity headroom * Enhancing monitoring and alerting to detect abnormal storage growth earlier * Introducing additional safety mechanisms to protect database stability We recognize the significance of this incident and have addressed it with the highest level of urgency and attention. Maintaining a secure, stable, and reliable platform is central to our commitment to you. We sincerely regret the disruption and any inconvenience it may have caused. Please rest assured that we are continuously strengthening our systems and processes to uphold the level of performance and reliability you expect from us. We appreciate your understanding and patience throughout this situation. Please contact us at [**[email protected]**](mailto:[email protected]) if you have any further questions.

**Postmortem** **Summary** As our investigation of the incident is now complete, we would like to share more details about the issue that occurred between **February 13, 11:15 AM CEST**, and **February 14, 08:30 AM CEST**. **What happened** A bug in our email tracking functionality caused certain images in emails to be modified incorrectly during sending. As a result, some images could not be displayed when emails were delivered to recipients. This issue only affected live email sends and did not impact test emails, which followed a different sending process. Once the issue was identified, we implemented a mitigation to ensure tracking functionality would no longer interfere with image display. A permanent fix was then deployed to fully resolve the underlying problem. **Impact** During the specified timeframe, recipients of affected emails may have experienced missing images, such as header or content images, when viewing emails. This impacted the visual presentation of emails but did not affect email delivery itself. **Future Improvements** We are implementing measures to help prevent similar incidents in the future, including: * Improving automated test coverage for email functionality * Simplifying tracking logic to reduce complexity * Enhancing monitoring and investigation capabilities ‌ We are sorry for the inconvenience this has caused. Please contact us at [**[email protected]**](mailto:[email protected]) if you have any further questions regarding this topic.

## **Summary** Now that our investigation of the incident is complete, we would like to share more details about the issue that occurred between **February 12, 10:45 CET and 12:00 CET**. ## **What happened** A configuration setting that did not fully account for how memory is utilized during high-traffic periods caused our system to slow down. This alarmed our teams, who immediately worked on increasing system capacity and restoring the performance of our system. ## **Impact** During the mentioned timeframe, users on our **German system** experienced long loading times and unresponsiveness when accessing the app or intranet. This was particularly noticeable when using the **search functionality**, which may have failed to return results or timed out. ## **Future Improvements** We will explore options to introduce additional testing setups and more granular monitoring to prevent similar issues in the future. We have also permanently increased the performance of our storage infrastructure. Please contact us at [[email protected]](mailto:[email protected]) if you have any further questions or feedback regarding this topic.

**Summary** As our investigation of the incident is now complete, we would like to share more details about the issue that occurred between February 4th, 5:15 PM CET and February 5th, 5:45 PM CET leading to incorrect update time stamps for some pages. **What happened** In preparation for our February 12th release, a new property was added to the “Update Reminder” feature. While deploying this configuration change, a system process unintentionally triggered a timestamp refresh for all pages where an update reminder was active. This caused the system to treat the configuration change as a content update. **Impact** Between February 4th, 5:15 PM CET and February 5th, 5:45 PM CET, pages with an active update reminder displayed an incorrect timestamp. This reflected the timing of our internal system change rather than actual edits made to the page content. Our developers successfully identified the cause and reverted the timestamps for all impacted pages by February 5th, 5:45 PM CET. No page content was modified or lost during this process. **Future improvements** We will implement additional safety guards that prevent configuration changes from leading the system to interpret them as content changes. 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]).