RESOLVED: EU1 problems slowness and availability

Update timeline

1. investigating Jul 11, 2025, 08:37 AM UTC

   We are currently experiencing disruptions with the EU1 hosting location. As a result your TOPdesk environment may not be available. We are aware of the problem and are working on a solution. To inform TOPdesk you are affected by this issue, please visit My TOPdesk.

2. investigating Jul 11, 2025, 08:38 AM UTC

   We are currently experiencing disruptions with the EU1 hosting location. As a result, your TOPdesk environment may not be available. We are aware of the problem and are working on a solution. Thank you for your patience. We will update you as soon as there is more information.

3. investigating Jul 11, 2025, 09:22 AM UTC

   We are aware of an ongoing issue affecting some customers in our EU1 hosting location, where certain environments are currently unreachable. Our SaaS team has investigated and identified a potential issue with the connection to the NetApp FileShare. At this time, the disruption appears to be affecting two containers: eu1c05 and eu1c06. We are actively working on resolving the problem and have contacted Azure Support for further assistance and troubleshooting. We will provide further updates as soon as we have more information. Thank you for your patience and understanding.

4. resolved Jul 11, 2025, 10:58 AM UTC

   The issue affecting the NetApp FileShare has been resolved. All affected TOPdesk environments should now be fully accessible and functioning as expected. Azure Support is still investigating the root cause of this disruption. More detailed information, including a Root Cause Analysis, will be provided in a post-mortem report as soon as it becomes available. As the issue is now resolved, this major incident will be closed.

5. postmortem Sep 05, 2025, 02:24 PM UTC

   On July 11, 2025, some customers experienced disruptions affecting their TOPdesk environments hosted in our EU1 location. Between approximately 10:00 AM and 1:00 PM \(CEST\), customers reported slow performance, inability to create tickets, issues downloading files, and in some cases, complete inaccessibility of their environments. Our SaaS team immediately began investigating and engaged with our cloud hosting partner, Microsoft Azure, to resolve the problem. All affected environments were fully restored and accessible again by 12:40 PM. Together with Microsoft Azure, we carried out a thorough investigation into the cause of the disruption. Unfortunately, neither our internal teams nor Microsoft’s specialists were able to identify a definitive root cause for the incident. No underlying issues were detected in the relevant systems or network infrastructure at the time of the disruption. We understand the importance of a stable and reliable TOPdesk environment for your organization, and we appreciate your patience as we worked to resolve the issue. Please rest assured that we are carefully monitoring our systems and continuing to work closely with our partners to help prevent similar incidents in the future. If you have any questions or concerns, our support team is available to assist you.