TechnologyOne Outage History

**Issue Summary** A subset of customers in the ANZ region experienced issues connecting to the SFTP service. **Root Cause** The service interruption was caused by an infrastructure deployment issue. During scheduled maintenance, an incomplete infrastructure configuration attempted to reconcile and rebuild components, resulting in the temporary unavailability of the SFTP service. **Corrective Action** To restore service, additional infrastructure capacity was provisioned in the ANZ region. A new SFTP host was deployed, the database was restored, and traffic routing was re-established to return customers to normal service. **Preventative Measures** As part of our ongoing resilience and reliability program, we have implemented additional monitoring and alerting, enhanced backup and recovery procedures, and are introducing Blue-Green deployment practices for the SFTP service to reduce the risk of future service disruptions.

Issue Summary: On Tuesday, September 30, 2025, a subset of customers in the ANZ Region experienced sub-optimal performance and connection errors in Ci Anywhere / Ci. Root Cause: The degradation was caused by an upstream server going offline due to high resource usage. Corrective Action: Affected customers were migrated to alternative infrastructure to restore the service and the upstream provider fixed the impaired server Preventive Measure: As part of our ongoing resilience program, there is a focus to optimise resource efficiency.

Issue Summary: On Friday, September 24, 2025, a subset of customers in the ANZ Region experienced sub-optimal performance and connection errors in Ci Anywhere / Ci. Root Cause: The degradation was caused by an upstream server going offline due to high resource usage. Corrective Action: The upstream provider repaired the impaired servers to restore the service. Preventive Measure: As part of our ongoing resilience program, there is a focus to optimise resource efficiency.

Issue Summary: On August 25 at 11:14 AM, the alerting system detected a spike in web service requests impacting customers on 2024A \(retired release\). This resulted in slowness and failures across multiple applications including Web Services, XLOne, Crystal Reports, ETL, Connected Content, Analytics, Leave, Organisation Management, and ECM. Root cause: Significant increase in system requests leading to failures accessing application infrastructure. Corrective Action: To stabilize the service, high-volume traffic was redirected to a dedicated target group, effectively isolating the load and restoring normal operations. Preventative measure: To enhance system reliability, safeguards such as rate limiting are included on the roadmap.

Issue Summary: On 01 Aug at 02:29 PM, the alerting system detected issues with the central DP management service. The TechnologyOne Team took corrective action to restore normal operation of the DP service. During the incident, users experienced delays in processing DP jobs and errors when attempting to submit them. Root Cause Analysis: Increased latency and high error rate of DP management service due to overloading of underlying platform components. Corrective Measures: Optimised scaling on the system to reduce the load on the DP processing to restore the service. Preventive Measures: As part of the ongoing project the first enhancement is complete and rollout commenced this week. Further enhancements to the resilience and availability of the DP service is currently in QA and undergoing testing.

Issue Summary: On July 21 at 03:18 PM, customers reported service unavailability and 503 errors on the non-production environments. Root Cause: The incident was caused by failure in upstream service. Corrective actions: Affected customers were migrated to alternative infrastructure to restore the service and the upstream provider fixed the impaired service. Preventative Measures: We are enhancing the platform architecture to strengthen resilience and ensure more reliable integration with upstream services, reducing the risk of disruption from system-level processes.

Issue Summary: On July 15 at 10:48 AM, customers reported slow response time and 504 gateway timeouts within Student Management, Timesheets, App Builder, Expense Management, Cash Receipting, Performance Planning and P&R in CiA. Root Cause: The issue was caused by a significant increase in system requests, combined with a database conflict that temporarily blocked key processes. Corrective actions: High-traffic requests were isolated to a separate processing path, and the affected servers were recycled to restore normal service. Preventative Measures: Software changes are being implemented to better manage peak in request volumes.