Templafy incident
Document Agents and Ai Assistant Service Degradation
Templafy experienced a minor incident on January 27, 2026 affecting AI Assistant, lasting 9h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jan 27, 2026, 10:44 AM UTC
We have identified an issue that affects a subset of customers 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.
- identified Jan 27, 2026, 10:57 AM UTC
Microsoft has reported the issue on their status page: https://azure.status.microsoft/en-gb/status
- monitoring Jan 27, 2026, 05:34 PM UTC
The incident has been successfully mitigated, and our team is actively monitoring the situation to ensure ongoing stability and performance.
- resolved Jan 27, 2026, 07:44 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 Jan 31, 2026, 01:19 PM UTC
_**Investigation**_ The issue was detected at 10:22 AM CET on January 27, 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 6:37 PM CET on January 27, 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 10:22 PM CET and 6:37 PM CET on January 27, 2026. Users experienced intermittent availability issues during this period. The issue was isolated to these clusters and did not impact other regions._