Service Disruption for a subset of customers / ANZ Region / 2024A Release

Update timeline

1. investigating Aug 25, 2025, 02:04 AM UTC

   We are investigating an issue impacting service for ANZ Region / 2024A Release (Retired Release). Impact/Error/How to verify: A subset of customers in ANZ Region for 2024A Release are experiencing sub-optimal performance / connection errors in Ci Anywhere / Ci. Due to the investigation, the next update will be provided in 60 minutes, or sooner if new information becomes available.

2. monitoring Aug 25, 2025, 02:23 AM UTC

   Areas noted to be impacted include Web Services, XLOne, Crystal Reports, ETL, Connected Content, Analytics, Leave, Organisation Management, and ECM. Our team has verified the implementation of a fix is complete for ANZ Region / 2024A Release (Retired Release). We will monitor the logs for the next 1 hour to ensure no further customers are impacted.

3. resolved Aug 25, 2025, 03:35 AM UTC

   After 1 hour monitoring this incident is now resolved. We will perform a post incident review to identify underlying cause, and preventive action to avoid a repeat in the future and post here on completion. We apologise for how you and your business may have been affected by this incident.

4. postmortem Sep 05, 2025, 05:46 AM UTC

   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.