Is StarRez down?

Customers in the West US region are currently experiencing a service disruption - Engineers are actively working to remediate the issue. - Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

We’ve identified an issue with an upstream service provider that is impacting availability for all clients within the West US region. We have escalated the issue with the provider to expedite remediation and are actively monitoring the situation. Further updates will be shared as more information becomes available.

The upstream service provider has confirmed a network infrastructure issue within the West US region. We are actively monitoring the situation. Further updates will be shared as more information becomes available.

The upstream service provider has confirmed a network infrastructure issue within the West US region. The upstream issue has not yet been resolved. We are actively following disaster recovery procedures to restore availability for affected customers. Apologies for any inconvenience, StarRez Team

The upstream service provider has implemented a remediating fix for the network infrastructure issue within the West US region. Customer site functionality will begin to be restored as the fix is rolled out We are actively monitoring the situation. Further updates will be shared as more information becomes available.

This incident has been resolved.

**Overview** On 23 July 2026, StarRez experienced a service disruption affecting StarRez Cloud customers in the West US region. StarRez Cloud applications were unavailable for affected customers beginning at approximately 14:44 UTC. All affected customer sites were restored to full operation by 19:24 UTC on 23 July 2026. **Root Cause** The disruption was caused by a region-wide networking outage triggered by a upstream service provider. The change caused affected customer environments to become temporarily unavailable for a number of hours while the upstream service provider worked to resolve the networking issues. **Resolution** StarRez engineers identified the issue promptly and took immediate action to confirm the scope of the outage and raise high-severity support cases with the upstream provider. After confirming the outage with the upstream provider, our engineers began executing a disaster recovery plan to bring customer sites back online in a neighboring cloud region. Once the upstream provider resolved the underlying networking issues, all customer sites were restored to their configured cloud region in the West US and were confirmed fully operational by 19:24 UTC, approximately 4.5 hours after the disruption began. **Next Steps** StarRez will continue monitoring regional infrastructure health and coordinate with upstream providers to minimize the impact of any future disruptions.

Customers in the Central US region are currently having a service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been identified and engineers are remediating to bring sites back online. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

A fix has been implemented and we are monitoring the results.

We are continuing to monitor for any further issues.

This incident has been resolved.

**Overview** On 26 June 2026, StarRez experienced a service disruption affecting StarRez Cloud customers in the Central US region. StarRez Cloud applications were unavailable for affected customers beginning at approximately 05:47 UTC. All affected customer sites were restored to full operation by 06:06 UTC on 26 June 2026. **Root Cause** The disruption was caused by a configuration change applied to infrastructure supporting StarRez Cloud in the Central US region. The change caused affected customer environments to become temporarily unavailable while the infrastructure stabilized. **Resolution** StarRez engineers identified the issue promptly and took immediate action to restore the affected infrastructure to a healthy state. All customer sites in the Central US region were confirmed fully operational by 06:06 UTC, approximately 19 minutes after the disruption began. **Next Steps** StarRez is implementing further guardrails around configuration to cloud resources to prevent recurrence of this class of issue in the future.

College Pads customers are experiencing a service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events.

The underlying issues have now been resolved with all customer workloads now back online. Engineers will continue to monitor the situation.

This incident has been resolved.

Customers in all regions are currently experiencing a service disruption for AI features within the StarRez product. The features impacted are: - Write with AI - Rez 360 Intelligence - Summaries - Parcels AI scanning ( - Program Agent Beta - Rez 360 Intelligence : Ask Ai beta All other functionality within the StarRez product is not impacted at this time. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been acknowledged and identified with our upstream vendor who is actively working to restore services. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

We are seeing small improvements in completion rates however errors are still occurring, and we expect timeouts and prolonged response delays whilst this incident is ongoing. Our upstream vendor is continuing they're efforts to mitigate and resolve this situation. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

We are aware of a service disruption currently. We are investigating the cause and will provide additional updates as possible, or within the next 60 minutes.

We’ve identified an issue with an upstream service provider that is impacting availability for a number of clients. We have escalated the issue with the provider to expedite remediation and are actively monitoring the situation. Further updates will be shared as more information becomes available.

The upstream service provider has confirmed an issue and are in the process of resolving this for our West Central US region. Further updates will be shared as more information becomes available.

The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available.

The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available.

The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available.

The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available.

The service disruption is still ongoing within this region. StarRez Engineers are actively in the process of executing our Disaster Recovery plan for impacted customers. Customers are starting to come online as this process completes. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The service disruption is still ongoing within this region. StarRez Engineers are actively in the process of executing our Disaster Recovery plan for impacted customers. The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The service disruption is still ongoing within this region. StarRez Engineers are actively in the process of executing our Disaster Recovery plan for impacted customers. The upstream provider has identified the root cause and are working on a fix for the issue. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The upstream provider has completed the fix and we are seeing recovery across all impacted sites. StarRez Engineers are continuing to monitor the situation. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The issue with the upstream service provider has been resolved. All sites are restored to full function. Sites that had to undergo Disaster Recovery steps will have these finalized and restored to normal during the relevant maintenance windows for those sites. Apologies for the inconvenience StarRez

## StarRez Root Cause Analysis ### Overview On 11 May 2026, StarRez experienced a service disruption affecting StarRez Cloud customers in the West Central US region. StarRez Cloud applications were unavailable for affected customers beginning at approximately 15:56 UTC. All affected customer sites were restored to full operation by 03:03 UTC on 12 May 2026. ### Root Cause The disruption was caused by hardware failures at our upstream service provider's West Central US datacenter. The failures caused the database services underpinning StarRez Cloud applications in that region to become unavailable, taking a number of customer sites offline. ### Resolution Once confirmed as an upstream infrastructure failure, StarRez engineers initiated disaster recovery for the affected region, restoring affected customer environments in an alternate region. Affected sites were progressively restored beginning at approximately 22:23 UTC, with all sites confirmed fully operational by 03:03 UTC on 12 May 2026. Customers recovered via disaster recovery were moved back to the West Central US region during their scheduled maintenance windows later the same day. ### Next Steps StarRez will continue monitoring regional infrastructure health and coordinate with upstream providers to minimize the impact of any future disruptions.