resolved Mar 02, 2026, 07:35 AM UTC
Type: Incident Duration: 19 days, 4 hours and 35 minutes Affected Components: Billing, Notifications, Collect responses, Builder, API, Ticket Management, Responses & Analytics Mar 2, 13:00:00 GMT+0 - Identified - Our team continues to work with our cloud infrastructure provider regarding the ongoing service disruption affecting the Middle East region. The issue remains related to infrastructure availability within the provider's regional environment. We are actively monitoring the situation and evaluating recovery options. Services in other regions remain unaffected. We will continue to share updates as new information becomes available. Mar 3, 04:30:00 GMT+0 - Identified - Our engineering team remains engaged with our cloud infrastructure provider as they work to restore services in the affected Middle East region. At this time, the underlying infrastructure disruption is still impacting database connectivity required for our application in this region. We are closely monitoring provider updates and preparing recovery steps to restore service as soon as infrastructure availability improves. Services hosted outside the impacted region remain operational. Mar 4, 03:30:00 GMT+0 - Identified - Our engineering team continues to monitor the ongoing infrastructure incident affecting our cloud provider in the Middle East region. We remain in active communication with the provider and are prepared to initiate service recovery procedures once regional infrastructure availability stabilizes. At this time the issue remains external to our platform. Services in other regions remain unaffected. Mar 7, 13:00:00 GMT+0 - Monitoring - We have begun restoring access for a limited set of customers while continuing to stabilize the recovery environment. During this period, some functionality may be impacted as we monitor the system and address remaining issues. Further updates will be shared as recovery progresses. Mar 5, 04:00:00 GMT+0 - Identified - The service disruption caused by the ongoing infrastructure incident in the Middle East region is still under investigation by our cloud provider. Our engineering team remains engaged with the provider and is monitoring restoration progress closely. As soon as infrastructure connectivity is restored, we will immediately begin recovery actions to bring services back online. We will continue to provide updates as more information becomes available. Mar 6, 06:00:00 GMT+0 - Identified - Our engineering team continues recovery efforts related to the infrastructure disruption affecting our cloud provider in the Middle East region. Work is ongoing to restore services using alternative infrastructure while we validate system stability and address remaining dependencies. We will continue to provide updates as progress is made. Mar 8, 04:00:00 GMT+0 - Monitoring - Mitigation in progress We have begun restoring access for a subset of affected customers by temporarily routing workloads through alternate infrastructure in another region. Due to data residency and compliance requirements, not all customer environments can be migrated immediately. We are continuing to evaluate additional restoration options while monitoring the recovery of the underlying cloud infrastructure in the Middle East region. Our engineering teams remain actively engaged with the cloud provider and will share further updates as recovery progresses. Mar 2, 07:35:25 GMT+0 - Investigating - Impacted region: Middle East alone We are currently experiencing an elevated error rate impacting access to the application due to an ongoing outage with the cloud provider. Our team is actively monitoring the situation and working to mitigate the impact. We will provide additional updates as soon as more information becomes available. Mar 2, 07:40:00 GMT+0 - Identified - We have identified an issue with our cloud infrastructure provider affecting services in the **Middle East region**. Our team is actively monitoring the situation and working with the provider to restore normal operations. Services in other regions remain unaffected. We will share further updates as they become available. Mar 9, 04:00:00 GMT+0 - Monitoring - Mitigation in progress We continue restoring access for affected customers by routing workloads through alternate infrastructure where possible. Due to data residency and compliance requirements, not all customer environments can be migrated immediately. We are continuing to evaluate additional restoration options while monitoring recovery of the underlying cloud infrastructure in the Middle East region. If you need clarification or would like your account to be accessible from a different location, please contact our support team at support@surveysparrow Apr 21, 12:10:08 GMT+0 - Resolved - Ongoing Mitigation – Migration to Singapore Region for Impacted Customers We are continuing to address the ongoing service disruption affecting accounts hosted in the Middle East data center. As part of our mitigation efforts, we have successfully migrated a majority of impacted accounts to the Singapore region. Services for these customers are now stable and operating normally. For customers whose services remain impacted, we are ready to complete migration to the Singapore region to restore access as quickly as possible. Action required: Please contact our support team at [[email protected]](mailto:[email protected]) or reach out to your Customer Success Manager / Account Manager to provide approval for migration. Once the migration is completed, your services will be restored, and you will receive a confirmation email. At this time, the timeline for full restoration of the original Middle East region remains uncertain, as our cloud provider has not yet shared a confirmed ETA. We will continue to keep you updated and appreciate your patience as we work toward full recovery.
