Resolved after 1 hour 3 minutes, affecting API, on July 7, 2026.
## Summary On July 7, 2026, between approximately 14:50 and 16:32 CEST, some Engage customers experienced degraded platform performance. This included slow response times, timeouts, and intermittent error messages. The issue was caused by an infrastructure event that temporarily affected the platform’s ability to process requests as expected. The incident was fully resolved at 16:32 CEST, and performance returned to normal. ## Customer impact During the incident, affected customers may have experienced slower than normal response times, request timeouts, and intermittent error messages when using Engage. The impact was limited to parts of the platform, and no customer data was lost. ## Root cause The incident was triggered by an infrastructure event in one part of the platform. This led to an increased number of queued requests and higher load than normal. To protect the overall stability of the platform, an automatic protective mechanism was activated. In this case, the mechanism also affected some customers who were indirectly impacted by the original event, which made the issue more noticeable. ## Mitigation Once the issue was identified, we added more capacity to help the platform process the increased load and reduce the queue of requests. When the load returned to normal, the protective mechanism was lifted for affected customers. Performance then recovered, and the incident was resolved. ## Next steps We are reviewing how similar infrastructure events are handled by the platform, with the goal of reducing the risk of increased load building up in the future. We are sorry for the disruption this caused and appreciate your patience while we worked to restore normal platform performance.
Affected components
Update timeline
- investigating Jul 07, 2026, 01:29 PM UTC
We are currently investigating a potential issue affecting the performance or availability of our APIs. Users may experience slow response times, timeouts or intermittent errors.
- monitoring Jul 07, 2026, 02:01 PM UTC
We have implemented measures to restore normal API performance, and response times have improved. We are continuing to monitor the platform closely to ensure stability following the earlier disruption. Some users may have experienced slow response times, timeouts, or intermittent API errors during the incident. We will provide another update once we have confirmed the issue is fully resolved.
- resolved Jul 07, 2026, 02:32 PM UTC
The issue affecting API performance has been resolved, and API response times have returned to normal.
- postmortem Jul 10, 2026, 08:47 AM UTC
## Summary On July 7, 2026, between approximately 14:50 and 16:32 CEST, some Engage customers experienced degraded platform performance. This included slow response times, timeouts, and intermittent error messages. The issue was caused by an infrastructure event that temporarily affected the platform’s ability to process requests as expected. The incident was fully resolved at 16:32 CEST, and performance returned to normal. ## Customer impact During the incident, affected customers may have experienced slower than normal response times, request timeouts, and intermittent error messages when using Engage. The impact was limited to parts of the platform, and no customer data was lost. ## Root cause The incident was triggered by an infrastructure event in one part of the platform. This led to an increased number of queued requests and higher load than normal. To protect the overall stability of the platform, an automatic protective mechanism was activated. In this case, the mechanism also affected some customers who were indirectly impacted by the original event, which made the issue more noticeable. ## Mitigation Once the issue was identified, we added more capacity to help the platform process the increased load and reduce the queue of requests. When the load returned to normal, the protective mechanism was lifted for affected customers. Performance then recovered, and the incident was resolved. ## Next steps We are reviewing how similar infrastructure events are handled by the platform, with the goal of reducing the risk of increased load building up in the future. We are sorry for the disruption this caused and appreciate your patience while we worked to restore normal platform performance.
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