Resolved after 9 hours 54 minutes, affecting EU1 SaaS hosting location, on July 2, 2026.
On July 2, 2026, customers hosted on part of our EU1 infrastructure experienced degraded performance and, in some cases, temporary unavailability. The disruption was caused by unusually high database resource consumption from one environment, which impacted other environments sharing the same infrastructure. To mitigate the impact, we increased the available resources on the database server. This restored sufficient capacity for the affected environments and resolved the wider performance degradation. Further investigation was performed into the environment that triggered the increased resource consumption. However, we were unable to conclusively determine what caused the unusually high resource usage. Increasing the available resources on the database server during the incident replaced underlying resources, which meant that some of the diagnostic information required for a conclusive investigation was no longer available. As a follow-up, we are reviewing how diagnostic information can be better preserved during similar incidents. We are also continuing to improve our monitoring of excessive resource consumption and investigating measures to reduce the impact that a single environment can have on shared infrastructure.
Affected components
Update timeline
- investigating Jul 02, 2026, 09:03 AM UTC
We are currently experiencing disruptions affecting customers hosted in EU1, resulting in performance issues. As a result, your TOPdesk environment may be slow or temporarily unavailable. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing, we are not able to provide an estimate for when normal service will be restored. We aim to update this status page every 30 minutes until the issue has been resolved. E-mail updates will be sent when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit My TOPdesk.
- monitoring Jul 02, 2026, 11:42 AM UTC
We have identified the issue and made actions to mitigate the cause. The EU1co3 is now back to full operational state without any performance issues We will continue to closely monitor the situation to ensure the service remains stable.
- resolved Jul 02, 2026, 06:57 PM UTC
At this time the EU1co3 is now back to full operational state without any performance issues, we will close this major.
- postmortem Aug 26, 2026, 12:11 PM UTC
On July 2, 2026, customers hosted on part of our EU1 infrastructure experienced degraded performance and, in some cases, temporary unavailability. The disruption was caused by unusually high database resource consumption from one environment, which impacted other environments sharing the same infrastructure. To mitigate the impact, we increased the available resources on the database server. This restored sufficient capacity for the affected environments and resolved the wider performance degradation. Further investigation was performed into the environment that triggered the increased resource consumption. However, we were unable to conclusively determine what caused the unusually high resource usage. Increasing the available resources on the database server during the incident replaced underlying resources, which meant that some of the diagnostic information required for a conclusive investigation was no longer available. As a follow-up, we are reviewing how diagnostic information can be better preserved during similar incidents. We are also continuing to improve our monitoring of excessive resource consumption and investigating measures to reduce the impact that a single environment can have on shared infrastructure.
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