Templafy incident
Document Agents and AI Assistant Service Degradation
Templafy experienced a minor incident on January 29, 2026 affecting AI Assistant, lasting 2h 51m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jan 29, 2026, 01:21 PM UTC
We have identified an issue that affects a subset of customers in West Europe (Production 0), West Europe (Production 1), West Europe (Production 5) and are working towards a resolution. We are impacted by an Open AI service availability in Azure, due to this some request using Document Agents and AI Assistant could experience degraded performance. Further updates will be posted here soon.
- monitoring Jan 29, 2026, 04:07 PM UTC
The incident has been successfully mitigated, and our team is actively monitoring the situation to ensure ongoing stability and performance. We are observing the systems to prevent any further disruptions.
- monitoring Jan 29, 2026, 04:08 PM UTC
We are continuing to monitor for any further issues.
- resolved Jan 29, 2026, 04:12 PM UTC
The incident has been resolved, and further information will be provided in a postmortem shortly. We apologize for the impact to affected customers.
- postmortem Feb 02, 2026, 11:57 AM UTC
**Investigation** The issue was detected at 12:14 PM CET on January 29, 2026, when Document Agents and AI Assistant services began experiencing degraded performance across the West Europe production environments \(Production 0, Production 1, and Production 5\). The engineering team began an immediate investigation after observing a pattern of failed requests and error responses affecting the document agent functionality. The root cause was a service interruption in the OpenAI services running on our cloud provider, Microsoft Azure. **Mitigation** The team worked to contain the impact by closely monitoring service health and coordinating with Microsoft. **Resolution** By 2:35 PM CET on January 29, 2026, Microsoft had restored stability in the affected region. As the platform stabilized, Document Agents in West Europe \(Production 0\), West Europe \(Production 1\), and West Europe \(Production 5\) returned to normal operation and full functionality was restored. **Impact and Scope** This incident affected Document Agent and AI Assistant functionality for tenants in West Europe \(Production 0\), West Europe \(Production 1\), and West Europe \(Production 5\) between 12:14 PM CET and 2:35 PM CET on January 29, 2026. Users experienced intermittent availability issues during this period. The issue was isolated to these clusters and did not impact other regions.