Templafy incident
Service degradation - Content library is not working on web addin in West Europe (Production 0)
Templafy experienced a major incident on July 17, 2025 affecting AI Assistant and Library & Dynamics, lasting 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 17, 2025, 01:57 PM UTC
We are currently investigating this issue.
- identified Jul 17, 2025, 02:34 PM UTC
We have identified an issue that affects a subset of customers and are working towards a resolution. Further updates will be posted here soon.
- monitoring Jul 17, 2025, 02:53 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.
- resolved Jul 17, 2025, 02:57 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 Jul 21, 2025, 10:58 AM UTC
**Investigation** On July 17, 2025, at 1:25 PM CET, an issue was introduced in the web add-in's collapsible task pane. At 3:33 PM CET, the engineering team was alerted to an issue affecting the content library within the web add-in's collapsible task pane in Templafy Hive. Users across multiple tenants in West Europe \(Production 0\) reported difficulties accessing content, leading to disruption in daily workflows. Investigation efforts began promptly at 3:38 PM CET. By 4:29 PM CET, the team had confirmed that the incident was isolated to West Europe \(Production 0\) and traced the cause to recent changes in the system's routing, which inadvertently affected the loading of essential services such as library content, AI assistant, find templates, etc. in the collapsible task pane were not available. **Mitigation** As soon as the root cause was identified, the engineering team reverted the recent routing-related changes that had been deployed in the affected system at 4:53 PM CET. This rollback was performed immediately after the issue was diagnosed and was closely monitored to ensure the restoration of normal service. **Resolution** Following the rollback, functionality within the web add-in's content library was successfully restored for all impacted users in West Europe \(Production 0\). The engineering team continued to monitor system performance to confirm that no further issues persisted and resolved the incident at 4:57 PM CET. **Post-Incident Actions** To help prevent similar incidents in the future, the engineering team will: * Improve testing coverage for the Web Add-In both locally and within the testing environment * Implement additional automated tests targeting critical features such as the content library **Impact and Scope** This incident impacted multiple tenants served by the West Europe \(Production 0\) cluster, specifically users of the web add-in's content library in the Templafy Hive environment. The issue was isolated to this cluster and did not affect other environments or regions. We sincerely apologize for the disruption caused by this incident. Ensuring a reliable and seamless experience for our users remains our highest priority, and we are actively working to further strengthen our testing and deployment processes.