AU: Performance issues impacting multiple services

Update timeline

1. identified Feb 23, 2026, 09:51 PM UTC

   Status changed to Identified

2. monitoring Feb 23, 2026, 10:05 PM UTC

   Incident details: NT-ware Operations have been alerted to performance and scaling issues within Microsoft Azure. Start Time: 8:30am Tuesday 24/2/2026 AEDT Incident Scope: AU, Australian Deployment Description: - This is impacting services such as SmartClient connection, Print submission, Tenant access. - We have enabled Emergency Mode on all AU tenants for 30 minutes to allow a smoother recovery time. - We have raised a priority support case with Microsoft to support on this case. Next Update: The next update will be in 60 minutes

3. identified Feb 23, 2026, 10:50 PM UTC

   **Update:** We are continuing to investigate. **Next Update:** The next update will be in 60 mins.

4. identified Feb 23, 2026, 11:41 PM UTC

   **Update:** We are continuing to investigate. And have initiated remediation processes. **Next Update:** The next update will be in 60 mins.

5. identified Feb 24, 2026, 12:21 AM UTC

   **Update** Nt-ware have initiated our disaster recovery procedures to deploy away from the failing Azure services. Microsoft are working on the situation and assisting in the recovery efforts. We will continue with emergency mode active. **Next Update:** The next update will be in 30 mins

6. identified Feb 24, 2026, 12:43 AM UTC

   **Update:** Nt-ware and Microsoft are continuing to work on this issue. **Next update:** The next update will be in 30 Mins

7. identified Feb 24, 2026, 01:18 AM UTC

   **Update**: Microsoft engineering and product group are working to recover back-end services. Microsoft cannot provide a resolution time, so we are working to redeploy into new a new resources cluster. With the redeployment we will switch to our already published alternate public IP. This will mean moving from 13.70.152.165 to 13.77.56.123. Customers will automatically connect to the new deployed resources as their DNS TTL refreshes. This can take up to a maximum of 4 hours from the publishing of this status update. https://ntware.atlassian.net/wiki/spaces/SA/pages/11692015625/NT-ware+and+Online+Services+DNS+IP+addresses We will adjust Emergency Mode to allow a controlled reconnection of customers to the new deployed services. Next Update: The next update will be in 30 minutes.

8. monitoring Feb 24, 2026, 02:12 AM UTC

   Status changed to Monitoring

9. monitoring Feb 24, 2026, 02:12 AM UTC

   Update: Re-deployment has been successful; we are seeing a strong recovery of services. Internal Metrics have confirmed that we are already seeing many customers coming online. The operations team will monitor this recovery closely as services return to normal operations levels. Emergency Mode Update: We have disabled Emergency mode completely due to the strong recovery. It will only be re-enabled if we need to throttle the connections to allow for a controlled recovery. Next Update: The next update will be in 1 hour

10. monitoring Feb 24, 2026, 03:10 AM UTC

    **Update:** The Nt-ware operations are continuing to monitor the continued recovery. Our metrics and telemetry are showing significate service health restoration as the DNS records are propagated. **Next Update:** The next update will be in 1 hour.

11. resolved Feb 24, 2026, 04:22 AM UTC

    Status changed to Resolved

12. resolved Feb 24, 2026, 04:22 AM UTC

    Update: This incident has been moved to resolved with field feedback and telemetry confirming we have returned to normal operating levels. NT-ware Operations will continue to monitor the system recovery closely. Next Steps: NT-ware Operations will post a preliminary Post Mortem into this status page within 48 hours. We will work closely with Microsoft engining teams to validate the root cause and produce a detailed PM within 10 Business Days. Kind Regards NT-ware Online Operations

13. resolved Mar 10, 2026, 03:09 AM UTC

    **Update:** Microsoft are still investigating the root cause of the Australian Azure deployment outage on the 24th of February impacting uniFLOW Online. - NT-ware Operations are in regular contact with the engineering team on this matter. - NT-ware and Microsoft management has also discussed the incident and importance of a clear RCA We apologise for the delay in concluding the investigation. **Next Update:** The next update will be in 5 days or earlier as information becomes available.