Unico incident
Instability in our Webhooks that is affecting latency in data delivery
Unico experienced a notice incident on July 24, 2026, lasting —. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Aug 28, 2026, 09:31 PM UTC
Dear Customer, We are currently investigating an instability in our Webhooks that is affecting latency in data delivery. Our engineering team is actively working to resolve the issue as quickly as possible. We will provide further updates shortly.
- resolved Aug 28, 2026, 09:31 PM UTC
On July 24, 2026, between 6:05 PM and 6:29 PM \(Brasília time\), the webhook creation and delivery service was unavailable for approximately 24 minutes. The incident was caused by the loss of access to an infrastructure service account during a resource decommissioning process linked to a cluster migration carried out days earlier. The affected account was shared by multiple services without this dependency being documented, causing the webhook service to lose its authentication capability and stop creating and delivering events. Webhook event creation and delivery was interrupted during the period, affecting 18 client users with more than 1,550 errors recorded. The impact cascaded to other services that depended on the same authentication flow, causing simultaneous degradation across different platform capabilities. The root cause was identified in the service dependency configuration. This cross-service dependency was neither documented nor visible in any dependency mapping. When the decommissioning process removed the account as part of the original service's resource cleanup, there was no automated validation to check whether the account was still being used by other active services. The absence of this safeguard kept the dependency hidden until its removal caused widespread authentication failures. The team quickly identified the unstable service account as the source of the authentication failures. The account was manually adjusted and applied to the cluster, restoring the service at 6:29 PM. The total impact duration was approximately 24 minutes. The incident exposed the risks of legacy configurations that create hidden dependencies between services: a single resource change during planned maintenance was enough to disrupt multiple services simultaneously. The infrastructure resource decommissioning process must include automated dependency validation before any change.
- resolved Aug 28, 2026, 09:31 PM UTC
Executive Summary and Impact Starting at 6:05 PM (Brasília time), an instability occurred in the Webhook service, leading to failure in event processing and notification delivery for affected operations during this period. Root Cause and Resolution The incident was caused by an issue with a shared Service Account used across multiple services, resulting in authentication failures. Upon identifying the root cause, the engineering team restored the required credentials and configuration. Normal operation was fully re-established at 6:29 PM (BRT). Commitment and Next Steps As part of continuous improvement and risk mitigation, the engineering team will review resource dependencies and access management across services. This will prevent similar configuration issues in future infrastructure adjustments.
- monitoring Aug 28, 2026, 09:31 PM UTC
Dear Customer, Our engineering team has identified and implemented the necessary actions to resolve the Webhook instability affecting data delivery latency. At this time, the technical team is conducting a detailed analysis of our data layer and continues to monitor the environment. We reiterate that further updates will be sent shortly.