SysAid experienced a minor incident on October 20, 2025, lasting 23h 8m. The incident has been resolved; the full update timeline is below.
Update timeline
- identified Oct 20, 2025, 07:30 AM UTC
We would like to inform you that some of our services are currently experiencing disruptions affecting customers hosted on the AWS Virginia instances. This issue is due to a global outage reported by AWS impacting their Virginia region. Our technical teams are in direct contact with AWS, and they are treating this incident as their highest priority. We are closely monitoring the situation and will restore full service as soon as AWS resolves the issue on their side..
- monitoring Oct 20, 2025, 09:32 AM UTC
AWS has applied mitigations, and we are observing continued signs of recovery. While recovery progresses, some services may experience delays as AWS works through existing backlogs..
- monitoring Oct 20, 2025, 09:33 AM UTC
AWS has applied mitigations, and we are observing continued signs of recovery. While recovery progresses, some services may experience delays as AWS works through existing backlogs..
- resolved Oct 20, 2025, 10:42 AM UTC
AWS experienced a DNS-related outage that temporarily affected some SysAid services. They have applied a fix, and most operations, are now performing normally. We continue to monitor on our end to ensure full stability..
- monitoring Oct 20, 2025, 07:07 PM UTC
AWS is continuing to investigate a major incident affecting the US-EAST-1 (Virginia) Region. The issue is currently causing degraded performance for some customers hosted in this region. We are closely monitoring the situation and will provide further updates as they become available..
- monitoring Oct 21, 2025, 01:07 AM UTC
Our systems have been restored to normal operation following the AWS service disruption. All core services are now functional. We are currently running verification tests and monitoring systems to ensure full stability. We will provide a final update once all checks are complete..
- resolved Oct 21, 2025, 06:38 AM UTC
Our systems are fully operational. We will continue to monitor interactions between our infrastructure, third-party partners, and the AWS infrastructure to ensure continued stability and performance..