Voyado Engage- Performance degradation affecting a subset of customers

Update timeline

1. investigating Apr 07, 2026, 12:56 PM UTC

   We are currently seeing intermittent degraded performance affecting a subset of our customers. Investigation ongoing.

2. investigating Apr 07, 2026, 03:11 PM UTC

   We are continuing to investigate the root cause, it has not yet been identified.

3. monitoring Apr 07, 2026, 06:02 PM UTC

   Some fixes were deployed earlier this evening and we are monitoring to see if it has had effect.

4. resolved Apr 07, 2026, 06:57 PM UTC

   Resolved: Following earlier performance degradation, the deployed fixes had the desired effect and all services are now operating normally. We will continue to monitor to ensure stability.

5. postmortem Apr 24, 2026, 12:49 PM UTC

   **Summary** Between April 7 and April 9, 2026, parts of the Voyado platform experienced degraded performance related to one of our database clusters. The issue caused slower response times and intermittent errors in affected parts of the platform, including our APIs and some connected background processing. We took immediate action to reduce the load, mitigate customer impact, and restore stability. Customers that were most affected by the database load were promptly moved to other database clusters, which resolved the issue for those customers. **Customer impact** Customers connected to the affected database cluster may have experienced degraded performance, including slow or failing API requests, delays in background processing, and intermittent issues in some platform functionality. During the most affected periods, the increased load also impacted shared platform services, which led to slower API response times for some customers outside the affected database cluster. **Root Cause** Our investigation is still ongoing. Current findings point to the performance and functionality of a specific database cluster as the main contributing factor. We are continuing the investigation together with experts from our database vendor to isolate the underlying root cause. **Mitigation** We acted immediately to reduce the impact and stabilize the platform. This included reducing load on the affected cluster, performing operational failovers, and moving affected customers to other database clusters. Customers that were moved to other clusters were no longer affected by the issue after the move. These actions helped restore platform stability while the investigation continued. **Next steps** We are continuing the root cause investigation together with our vendor’s specialists to fully understand why this specific database cluster degraded. In parallel, we are reviewing monitoring and alerting around database performance and related platform services, so that similar patterns can be detected and acted on even earlier in the future. We apologize for the inconvenience this incident may have caused and appreciate your understanding.