AI Trust Layer prompt log gap in EU region

Update timeline

1. resolved Aug 07, 2026, 08:27 PM UTC

   Between August 3, 2026 at 16:00 UTC and August 5, 2026 at 21:49 UTC, a small number of Enterprise customer organizations in the EU region experienced missing data in AI Trust Layer prompt logs. The issue was introduced by a configuration change applied on August 3, 2026. The configuration was reverted on August 5, 2026, restoring connectivity between the affected environments and our service. We have continued to monitor the affected environments following the revert and have confirmed that the issue is fully mitigated. No customer action is required.

2. postmortem Aug 18, 2026, 11:37 PM UTC

   ## Customer impact Between approximately 4:00 pm UTC on August 3, 2026 and 9:24 pm UTC on August 5, 2026, a subset of customers in the EU region were unable to view large language model prompt audit logs in AI Trust Layer. The background save operation for prompt log records failed during this period, and those records were not stored. The impact lasted approximately 2 days, 5 hours, and 24 minutes. Running operations were not affected, but the missing prompt log data is unrecoverable. We sincerely apologize for the disruption and the loss of audit trail data during this window. ## Root cause The root cause was a routing configuration mismatch introduced during a service configuration migration. Two internal configuration sources — one controlling service routing and one serving as the service address registry — contained mismatched destination addresses for the affected EU deployment. This caused audit log upload requests to reach an endpoint that returned errors. Because these errors were not retried, the background save operation silently dropped prompt log records instead of storing them. ## Detection An automated alert then fired at 4:14 pm UTC on August 3, 2026 and the initial investigation began. The issue was escalated after a customer reported missing audit logs on August 5, 2026. The gap between detection and resolutions reflects a gap that will be reflected on in the follow up actions. ## Response At 7:14 pm UTC on August 5, 2026, an incident response channel and video call were opened to investigate the customer impact and routing behavior. By 8:30 pm UTC, the team identified that the service routing configuration did not match the service address registry. The plan was to correct the affected addresses and redeploy the configuration. At 8:34 pm UTC, the impact was confirmed as missing large language model prompt logs for AI Trust Layer in one EU region, with running operations unaffected. The corrected configuration was prepared and deployed. At 9:24 pm UTC, traffic was observed returning to the affected deployment after the update. The incident was marked mitigated at 9:49 pm UTC. ## Follow up 1. We are reviewing and updating our automated end-to-end monitoring to ensure that failures in prompt log capture are detected promptly after service updates in all regions. 2. We are conducting a detailed impact analysis to understand the full scope of affected customers and features during the impact window.