StarRez experienced a major incident on May 11, 2026 affecting West Central US, lasting 11h 6m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 11, 2026, 03:56 PM UTC
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.
- identified May 11, 2026, 04:55 PM UTC
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.
- identified May 11, 2026, 06:05 PM UTC
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.
- identified May 11, 2026, 07:09 PM UTC
The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available.
- identified May 11, 2026, 08:13 PM UTC
The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available.
- identified May 11, 2026, 09:08 PM UTC
The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available.
- identified May 11, 2026, 10:15 PM UTC
The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available.
- identified May 11, 2026, 10:23 PM UTC
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
- identified May 11, 2026, 11:37 PM UTC
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
- identified May 12, 2026, 12:58 AM UTC
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
- monitoring May 12, 2026, 01:46 AM UTC
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
- resolved May 12, 2026, 03:03 AM UTC
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
- postmortem Jun 19, 2026, 12:56 AM UTC
## 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.